Complaints

This profile includes complaints for LUMA Property Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  LUMA Property Group

  25800 Science Park Dr Ste 100 Beachwood, OH 44122-7307

• 

  Whitewood Townhome and Loft Apartments

  9417 Trivue Cir Twinsburg, OH 44087

• 

  Forest Hills Apartments

  4110 Skyview Drive #149 Brunswick, OH 44212

• 

  The Links

  370 Saint Andrews Dr, Cincinnati, OH 45245

• 

  Center Court Apartments

  4881 Kingshill Dr Columbus, OH 43229

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/15/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is one of the worst renting experiences that I have ever had. When I moved in there was no dryer vent installed, making it very dusty and humid upstairs. I reported the issue right when I moved in, May 2023. They did not fix it until March of 2024. A leak developed in my other bedroom ceiling in October 2023. This did not get fixed until March of 2024 and was simply patched over. Fast forward to October of 2024, the leak came back because they failed to fixed the main problem: the roof. There is still a huge hole in my ceiling from the leak, and have not heard back from the leasing office about it since November. We also had to pull teeth to get the office to give us 24 hours notice before entering our apartment for maintenance issues. I did a mold test because my finance got a nasty lung infection in November. The petri dishes were full of mold after swabbing all of the rooms, specifically bad in the room with the leak. On top of it all, we got 15 inches of snow over the last week and NONE of the sidewalks have been shoveled or salted. I had to help an older lady take her trash out and walk her to her car because she was terrified of falling. I also saw a man slip and fall hard while simply trying to take his trash out. I do not recommend moving here AT ALL. $1500/ month is pretty steep for all of the issues that we have had since moving here. This place is a law suit waiting to happen. The only positive experience I have had while living here is with the maintenance man, Lucas. He helps as much as he can with what he has and is a very kind, good person. Shame on the Luma Property Group for disregarding all issues and leaving this place in shambles. ***There is also a huge cockroach problem, not as bad in the winter and not terrible in our townhome because we keep it clean and have a cat, but I can only imagine the infestations that other apartments around here have. In a year and half we have had to kill over 2 dozen or more***

  Business Response

  Date: 02/05/2025

  The roof was replaced for the tenant's building. The repairs inside of the apartment are in progress or scheduled. The pest control contractor cleared the unit of any activity during a recent visit. Please contact the property manager if you have additional concerns. 

   

• Initial Complaint

  Date:08/22/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! I have attempted several times by email, online portal request, and phone to have my AC repaired which has been out since my lease was signed on June 11, 2024. Post lease signing, as I was walking through the apartment, the thermostat was actively being replaced, and the AC had worked previously when I toured. I will be sending a certified written letter tomorrow and petitioning the court for rent escrow. In addition, I will be contacting the local housing authority to determine if this was a health and safety violation due to the heat wave that has occurred and the temperature regularly being over 80 degrees in the dwelling. It was advertised and mentioned in several areas in the paperwork that I would have central AC. In addition, one HVAC technician has come, a month after the problem had been originally addressed, with no prior notice given to me and at 8 a.m.

  Business Response

  Date: 08/27/2024

  The Property Manager confirmed 8/26 that the Resident's A/C has been fixed and is working. 

   

  Regards,

  Patty **********

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to this complex in December 2023 and from the first day there were problems. Day on the refrigerator went out and I lost $200 worth of food and was told because I got free rent it’s just a loss for me. January the heat went out and it took 4 weeks for someone to come out and fix it. At week 2 of no heat during the coldest month we received two heaters that turned out not to work. February/ march i received a duke bill for $640 for each month. Turned out it was from the faulty water heater and the landlord never responded to me asking for a credit. We also experience our sink caving in twice, and had ants from December until we moved in June. The exterminator had to come about 3/4 times a week and finally told us the ants were in the foundation of the building so any crack they were coming in. April our ac went out and this is what caused me to move. Every time I would reach out for an update the landlord would say she is waiting for the scheduling department to get back with her. Well fast forward to June 12th when I turned my keys in the hvac system was still not fixed. See pictures below. Let me add May, every time it rained water poured in through the windows. My kids were living in an uninhabitable apartment complex because they are too cheap to look into a better company whose response rate is not 5+ months. Now I am being taken to court for nonpayment but based on the Ohio code there are plenty of codes that have been broken throughout my time living here. I really want all of my money back but I will settle for the amount in this request. The living conditions were horrible and unacceptable and for the landlord to respond and tell me that I there is nothing else she can do and she doesn’t know what I want her to say, I have to wait just like everyone else. Im am shocked they allow someone so unprofessional to be the face of this complex. Im happy that I had a choice to leave this place but I feel bad for those who don’t and have to deal with this.

  Business Response

  Date: 07/23/2024

  The Property Manager has confirmed that the AC System was replaced last month in June.  A $700 credit was applied to the tenant's account on 4/1/2024 for earlier heat concerns. When a tenant breaks the lease with several months remaining along with months of unpaid rent, it would not allow for a refund. 

   

   

  Customer Answer

  Date: 07/26/2024

  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, details of the offer I reviewed appear below.
  
  Based on the Ohio revised code there were 3 codes broken which means that the lease was voided. During that time I paid for rent to an apartment that provided uninhabitable living conditions. For this I am asking the months of rent to be refunded. Someone within the company is able to process a refund. you just don’t want to. But here are the codes broken 

  2) Make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition;
  (3) Keep all common areas of the premises in a safe and sanitary condition;
  (4) Maintain in good and safe working order and condition all electrical, plumbing, sanitary, heating, ventilating, and air conditioning fixtures and appliances, and elevators, supplied or required to be supplied by the landlord;
  
  
  Regards,
  
  Jasmyn *****
  
  
  
  
   

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an apartment from the ********* ********* and ***** located in *********, OH and managed by the Luma Property Group, from April 2022 - Feb 2024. When I moved into the townhome, I paid a $100 deposit. I moved out, returning all keys in person to the property manager Nichole *****, on 14 February 2024 and have still not received my deposit back, nor have I received any communications in return as to the status of my return of deposit. I have sent 6 emails in 113 days to which none have received a response from the Luma Property Group customer service email. I have also called on multiple occasions leaving voicemails with the customer service line and the general messaging line to which I have not received a return call as the voicemail promises. The only response I have received was after email #4 (Tues 14 May) when the Whitewood Manager (Nichole *****) emailed to say she submitted the paperwork incorrectly and was re-processing it immediately. It is now 113 days since I moved out and I have not heard anything from LPG in regards to this situation. I am military, so I realize I broke my lease early, but I notified the Property manager 120 days in advance, submitted the appropriate paperwork with the office, provided a copy of my orders, and am covered by law and signed contract, since the move was directed on official military orders. I had the apartment professionally cleaned and left it better than when I moved in. All issues with the apartment were documented upon move in and I have all the documentation should that be the issue. Otherwise, I have no idea why my deposit would be held up for so long.

  Business Response

  Date: 06/14/2024

  The deposit accounting was completed and a refund in the amount of $100 check #**** was mailed to the forwarding address that was provided upon move out.

   

  Thank you! 

  Patty

  Customer Answer

  Date: 06/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 have also received my fully returned deposit, albeit 100 days late, but better late than never.
  
  Regards,
  
  ******** *****
  
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a current resident at ****** ***** *********** And in the last year barely anything but very little has ever been done. Myself and other residents have constantly over and over have been having issues with maintenence being done in any amount of time. We as residents understand that not everything for everyone can be done right away and or next day. But I personally have sent numerous emails to the leasing office in regards to having maintenence done in my apartment and trying to schedule a day where someone can come and look at and or work on simple things like fixing my front door thats been messed up since I moved in. No one wants to respond to maintenence emails. I am paying $1,065 (because of dog) a month and BAREY ANYTHING GETS DONE. WE ARE PAYING FOR ****** INTERNET, A NASTY POOL, AND A COMMUNITY ROOM THAT WE CANNOT USE. This place is disgusting and Luma Property should be happy no one has gotten lawyers involved because we can't afford it. Something needs to get done and done soon. Because the way my lease contract is looking, there are some violations I've notice and that's no good for You. I'm sick and tired of it. The people contracted to remodel and work on these units barely speak any English and just recently backed into someone's car and that person got told to basically get fucked. This is disgusting on Luma Properties part.

  Business Response

  Date: 02/20/2024

  The concerns have been addressed and resolved. Maintenance has completed the repairs. The residents have received their key fobs and have access to the Clubhouse. The pool is managed by the Forest Hills Association and is offsite of the the apartment community. We are not responsible for upkeep and cleaning. 

   

   

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/19/2024 I completed a rental application at *********. I stopped in the office and spoke with ****** prior to submitting my application, because there were fees added to the account that should not have been. She informed me that there was a glitch in the system that they had been working on for a while, but were unable to fix. I was told that the extra $50 taken would be applied to my future security deposit/rent. I called and left a message to check on the status of my application on 1/25. I never get an answer when I call the leasing office, however my application was mysteriously denied shortly after I called. Since the application was denied it’s not possible to have the refund applied to my rent there. I called three times after that with no response, so I sent an email through the application portal. I still have received no response or refund. I am asking minimally that the extra $50 that was taken be refunded. I honestly feel that the entire amount be refunded at this point due to the misrepresentation and unresponsive nature of this interaction.

  Business Response

  Date: 02/12/2024

  There were extra fees charged during the online application process which resulted in $170 in charges. A refund in the amount of $70 was processed and mailed today. The $50 application fees each for two applicants are non-refundable as is the policy once applications are processed.

   

   

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  With the recent snow fall and rain we’ve had here in Cincinnati I have had a leak in every single room in my 2 bedroom 1 bathroom unit. I had this same issue last year when the snow melted and was assured the roof had been repaired and I wouldn’t see these issues again. Every time there’s the slightest bit of rain it comes into my home. Now it’s been a week since the rain has stopped and I was promised by the 31st of January that I would have someone here to repair my ceiling. Every room either has a giant crack that continues to sag and grow by the day or a hole that continues to fall out by the day. I find it ridiculous that I pay $1,370 a month and when major damage like this occurs I have to fight to get any information on when I can expect repairs. I can’t even shower at my own home because I risk adding more moisture to the already giant crack above my bathtub and causing more damage than there already is! There’s water damage in my wall and leaking that came through the air vent above my kitchen counter. I was given 2 buckets and told to let them know if I needed more for any new leaks and that’s the last I’ve heard from them on this issue. The leasing office doesn’t answer calls 90% of the time and are very difficult to get ahold of and don’t return calls/messages. I am the first renter to live in this unit since the total remodel and it’s not worth what they’re charging at all. Paint was globbed on the walls, some walls aren’t even fully painted, they painted over the intake vent for the AC/heat and the kitchen cabinets weren’t even finished when they started renting to me. The shelves were just sitting in them with nothing to attach them to and nails are sticking out of the bottom of the cabinets from poor contractors. Very clearly a rushed fix up. The only brand new things are the kitchen appliances.

  Customer Answer

  Date: 02/27/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated that there were repairs done to the roof but there are still other repairs that need to be done. Since the consumer is now vacating the unit, they are requesting a refund of last month's rent since the repairs were not completed before their move out. 

  Business Response

  Date: 02/28/2024

  I have been informed that a roofing contractor has installed a new layer to the buildings' roof and made additional roof repairs. Repairs required to the inside can be completed since the roof work is complete. I have inquired if a credit was being given. I'll contact the Property Manager and will provide an update after the tenant's question regarding a rent credit. 

   

  Business Response

  Date: 02/28/2024

  Update. Once the Property Manager has completed the unit move out walk thru, a credit amount will be determined. The approved credit amount will be applied to any charges if applicable and included with any existing tenant refund. An accurate forwarding address will be required. Please provide to the Property Manager.

  Sincerely.

• Initial Complaint

  Date:01/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my December and January rent. On 1.9.24, I received an eviction notice. My pastor's wife took them a money order on 1.2.24. The receipt I have is signed by Y.D. (Yordorcas Robles).

  I have tried calling, but their voicemail was full. Yesterday, I called again, and left them my daughter, Jessica's phone number and my Pastor's wife, ******** phone number as well. 

  I paid December rent on 12.1.23, and I have a receipt for that as well.  

  The property manager is ******.   

  I am in the hospital without a phone but BBB or Center Court Apartments have my permission to contact my Daughter or ******. 

  Business Response

  Date: 02/01/2024

  Hello,

  The property manager has communicated with the resident. There was a 3 day delivered, no eviction was filed. Payment was processed for December however the account still continues to carry a balance that is unpaid. The tenant spoke with the leasing specialist and said she would pay the balance once out of the hospital. It is my understanding this has been addressed and once the balance is paid the account will be in good standing.

  Sincerely,

  *****

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 14th, we called in to the Office that none of the kitchen outlets worked as well as the full bathroom outlet. The dishwasher was also blown. For the past 30 days, we have had promise after promise to have them fixed, only to have excuse after excuse, along with no shows (when maintenance said he’d come) and didn’t. The rent is paid on time and this is an inconvenience not to be able to use kitchen appliances unless they are used on an extension in the dining room nor be able to plug anything in in the bathroom. The outlet in the bathroom has been covered in electrical tape (by maintenance) for going on three weeks. There are other things that are coming apart but we have fixed those ourselves. Office manager greets people “I’m busy. What do you need”? Every single time! Not just to us, we have found out. So, here we sit with a paid rent and no using the outlets and nowhere to go, with the exception of the Court House to file for them to hold rent in Escrow since it’s been 30 days of not being repaired?

  Business Response

  Date: 10/31/2023

  Hello,

  Thank you for informing us of your concerns. The electrical outlet repairs was investigated and completed by our Project Manager. A new dishwasher was ordered and will be installed per the Property Manager tomorrow Wednesday 11/1/23. It was communicated to me that our valued Resident was pleased with the repairs. 

  Sincerely,

  ***** ********** 

  Principal, Property Management

   

  Business Response

  Date: 11/01/2023

  My apologies if these repairs have not been completed. I'll follow up with the applicable persons that were working on this complaint and respond as soon as possible.

  Sincere regards,

  ***** **********

  Customer Answer

  Date: 11/08/2023

  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.  For your reference, details of the offer I reviewed appear 

  We will close this complaint when the work is finished and repair is done.

   Thank you.
  
  Regards,
  **** ******
  
  
  
  
   

  Customer Answer

  Date: 11/20/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the repairs have been completed and considers the matter resolved. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at their ****** **** ********* locations since March 2023. Upon the remodeling of the unit when I rented it, the windows were disgusting. The closet wall still has not been finished. There is a hole in the bathroom ceiling from a leak above that they still have not come to take care of my air conditioning unit freezes all the time, we’ve had probably three or four property managers that don’t know what they’re doing whatsoever and are rude and slimy. Trying to tell me if I resign my lease I have to put down over another thousand dollar security deposit the oven door scrapes at the wall the countertop is pull away from the wall. The bolts on the toilet were never cut and capped the bottom of the vanity in the bathroom falls off, I never got living room blinds, replaced or at my furnace thermostat. To pay over. $1000 a month for a one bedroom and they can’t return people calls or fix things that were agreed upon moving into and now I’m being told I have to pay a second security deposit to resign? Like if I gave you a $1035 security deposit why do I need to pay another one! This company is terrible and they are loosing tenants left and right.

  Business Response

  Date: 10/12/2023

  Hello,

  There are a few items that need to be completed as a result of the apartment unit renovation. The Property Manager has been communicating with the Resident. The manager made attempts to reach *** ****** since 9/27. *** ****** requested holding off on service requests until Monday 10/16 and plans to stop in the leasing office to renew his lease which is very good news! We'll do what is necessary to address the complaints to the tenants satisfaction. 

   

  Regards,

  ***** **********

  Principal, Property Management