Complaints

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:01/30/2025

  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.

  Switched over to a new management company and had tons of issues with the switch over. Hold times access of 2 1/2 hours and multiple rerouting done when contacting sites in a total of four days. I have been on hold while waiting on representatives for a total of 27 hours. Very rude and non-customer oriented employees especially a couple supervisors business should have done a better job with transition, especially for customers that have been around for 5+ years.

  Business Response

  Date: 02/04/2025

  Hello ********. Thank you for contacting Home Partners of America (HPA). On January 27, 2025, HPA and ***************************** transferred leasing and management of our homes to Tricon Residential. For further assistance, please reach out to Tricon at ************.  
  

• Initial Complaint

  Date:01/30/2025

  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.

  I was served on 1/17/2025 by the sheriff. I called pathlight and asked what was going on they said not to worry about it, the eviction was canceled since I paid my rent on 12/31/24. I got a letter in the mail from magistrate court telling me I have a court date. I called the company who is now ****** and the representative stated she would contact their attorneys because my account is paid up and they don't show an eviction. Pathlight was supposed to handle this back in December and now I can't speak with anyone at ********* because the business was sold.

  Business Response

  Date: 02/07/2025

  Thank you for contacting ****************************** We researched your complaint and confirmed that it has been resolved by Tricon Residential, your new property manager. On January 27, 2025, ***************************** transferred leasing and management of our homes to Tricon Residential. For further assistance, please reach out to Tricon at ************.

  Customer Answer

  Date: 02/10/2025

   
  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

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Current property management company *********, has had several **#s that have been open or closed as repaired several times for months now. The biggest concerns of the open **#s for Plumbing and Garage Doors. ********* has had the ** open and ready to schedule for months now. The Root ***** that were found in Main sewer line are creating entire home backups for months and the work has been approved but awaiting scheduling for 2 months, during this time the unrepaired portion has created another active water leak in Master bath inside wall. The second issue that has been opened and closed a few times and is creating a dangerous environment is the garage doors that have failed. The door roller pulled from door about a year ago, Pathlight sent someone to fix they added a bunch of screws and closed the ticket as completed. this half assed attempt of repairing the garage door has failed and the vibration of the door has caused the garage ceiling to start falling. I have followed up on several occasions and keep being told they are waiting on scheduling. Now i am being told from the vendor that while the repairs are being done to plumbing main line that we need to leave the property for upwards of a month. These open **#s need to be fixed, completed and closed ASAP as they have been ongoing for months and what type of credit or reimbursement is going to be given for us having to find another place to stay while the work is ongoing? Please feel free to contact me as these are not the only issues that i have had with Pathlight started at the beginning with ***************** which the lies and deceit cost me $10,000.00 and the appliances that took a surge in lightning storm that i had to purchase after 3 mo. The list goes on and on and i have all the documentation of all these issues with a **************************************** I am planning on purchasing this home per our agreement, but the items that were discovered for repair need to be completed first.

• Initial Complaint

  Date:01/15/2025

  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.

  I received my security deposit refunds and it was deemed a fraudulent check Bank of America. I want my refund deposit back!!

  Business Response

  Date: 01/21/2025

  Hi ******. Thank you for bringing this to our attention, so HPA and Pathlight could address this urgent matter. Our records show a ********* representative assisted you on January 15 and 16 followed by sending an email on Friday, January 17 with an update on the executed resolution. Thank you for your patience, and please reach out if there is anything further we can do to assist. 
  

  Customer Answer

  Date: 01/22/2025

   
  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

  Date:12/19/2024

  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.

  They are rent an unsafe home and falsely advertised it we want a mutual termination of our lease

  Business Response

  Date: 12/30/2024

  Hi ******, thank you for sharing your feedback. We understand that the condition of a home is incredibly important, and we want all our residents to feel safe and comfortable. After reviewing your account, **** found no open work orders or maintenance concerns regarding the condition of your home. We recommend submitting a work order through the resident app or portal so that we can address any concerns you have. We want to work with you to resolve this as best as we can, so please dont hesitate to reach out to discuss any specific concerns further.

• Initial Complaint

  Date:12/05/2024

  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.

  I went under contract for the property of *************************************, on 10/30/2024. The contract specified an option period of 10 days from the contract's effective date (unrestricted right to terminate). Notice was given on 11/06/2024 at 1:04 p.m. CST. As of 12/5/202,4, the title company cannot release my ******* money because Home Partners of America (****** *******) still has not signed the release of ******* money.

  Business Response

  Date: 12/06/2024

  Hi *******, thank you for sharing your experience. We deeply regret the frustration and inconvenience you faced during this process. After reviewing your situation, we discovered that a clerical error between Home Partners and a third-party company handling our sales processes caused the delay in releasing your ******* money. As soon as we became aware of the issue, we took immediate steps to resolve it, including signing the termination agreement and requesting that the title company expedite the release of your funds on 12/05 by overnight mail. If it hasn't already, it should arrive today, Friday, 12/06. We also want to clarify that ****** ******* was not involved in this clerical error. We are truly sorry this experience did not meet your expectations and appreciate your feedback.

  Customer Answer

  Date: 12/14/2024

   
  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

  Date:10/23/2024

  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.

  due to an extremely negative experience as a tenant. Since moving into a property managed by this company, I have encountered multiple issues, many of which remain unresolved despite numerous attempts to contact them. Below is a summary of my key concerns:1. Unaddressed Move-in Inspection: Upon moving in, I filled out a move-in inspection noting several issues, yet none have been addressed.2. Cleanliness: The home was not properly cleaned. The shower had rust and dirt, the jacuzzi tub was filthy with visible dirt on the jets, and when I moved the refrigerator, it was in deplorable condition.3. Security and Privacy Issues: The wooden gates surrounding the home do not close properly, which is a significant privacy and security concern.4. Hot Water Outage: I was without hot water for two weeks due to a faulty water heater. This should have been identified in a proper inspection before move-in.5. Garage Problems: The garage was filthy, and no garage remotes were provided. I was told I could purchase and program a remote myself and be reimbursed for the cost of the remote, but not for my time and effort.6. Delayed Maintenance: Every maintenance request takes at least a week to be addressed. Despite calling numerous times, my calls go unanswered or are not returned.7. Unjustified Fees: I am being charged an additional $25 for "smart home" features, but the only feature is an automatic keypad.8. Electrical Problems: Half of the kitchen is not properly wired, leaving outlets and essential appliances like the stove unusable.Despite these significant inconveniences, the company has not offered any compensation or reimbursement for the extended periods without hot water or the inability to use the kitchen for cooking.This experience has been extremely frustrating, and I feel that home partners DBA pathlight management has been neglectful in its obligations as a property management company.

  Business Response

  Date: 11/01/2024

  Hi Deandreya. The Move-In Condition Form documents the home condition on move-in day and helps ensure that you're not held responsible for documented issues upon move-out. As stated in your Welcome Guide, this form is not a maintenance request, and if any items need repair upon move-in, a maintenance request is required to be submitted through the My Pathlight app or resident portal. Our Welcome Guide also states that ********* performs a basic cleaning prior to move-in, and we recommend having cleaning supplies on move-in day so you can clean the home to your personal standards.
  
  Your first work order for the water heater was submitted on 8/15 and completed on 8/28, and the second was submitted on 9/13 and completed on 9/24. A Resolutions Manager will reach out to you regarding the requested billing adjustments. The issues regarding Smart Home features were submitted to your Resident Partner and on 10/7, and they asked for a picture of the thermostat to help troubleshoot. Please respond to your Resident Partner with the requested photo, or you may submit a work order directly in the My Pathlight app. The work order for the electrical system in the house was submitted on 10/13 and is still in progress. Vendors arrived on both 10/24 and 10/29 and reported no one was home. Please reach out to your Resident Partner or directly to the vendor to reschedule. 

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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 am filing this complaint against Home Partners of America and its subordinate company, *****************************. My family and I continue to be harassed by the ************* email notification system, "despite the fact that we no longer reside in the rental property". I have made several demands for the notifications to cease and desist. I have all of the notifications, "that are meant for someone else". I am sending this complaint in a last-ditch effort to stop the harassment. Since the instances are well documented, "I can take this issue to the courts and seek general and compensatory damages. When we receive these notices, "Home Partners and Pathlight are violating our right to privacy, "and violating the rights of the current tenants". I want the email ************************** , and all of my family's email addresses removed from the ************* system. I have collected a massive amount of email notifications, as well as my responses to CEASE AND DESIST. I will need confirmation that our data has been removed. Good Day. We moved out 11 months ago. I will go by and speak with the current tenants, and inform about the notifications intended for them.

  Business Response

  Date: 10/09/2024

  Hi David. Thank you for bringing this to our attention, and we apologize for any inconvenience this may have caused. Our system has been manually updated so you will not receive future messages from SMSassist.com.

• Initial Complaint

  Date:08/30/2024

  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.

  We live in a property owned by this company. We have been without working ac in the hottest months of the year. This company refuses to approve necessary repairs as recommended by licensed professionals. We have 3 young children and have suffered tremendously due to this companys negligence. They will not allow the property management company to complete the repairs needed. We have only lived at the property for 2 months. We are at a dead end and are desperate for a resolution.

  Business Response

  Date: 09/05/2024

  Hi ******. Thank you for sharing your feedback, and we apologize for any inconvenience. Our records show that your Resident Partner has been in communication with you regarding the *** and they provided the assigned vendor's contact information on 9/3 to schedule a time for the repairs. If you have any further questions or concerns, please do not hesitate to reach out to your Resident Partner or vendor. 

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22221628
  
  I am rejecting this response because:

  The problem is not resolved. 4 different technicians have come (after scheduling and not showing up on multiple occasions) to assess the problem and not one has come back to complete the work. They tell us that they have been instructed to take pictures but they are not allowed to complete the work until it is approved by the homeowner AKA HPA. This has been ongoing since we moved to the property in mid July. If this is not resolved very soon there will be water damage to the home due to the overflowing of the drip pans in the attic as documented by the technicians. This is an urgent matter and is not being taken seriously. 

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

  Business Response

  Date: 09/16/2024

  Hello ******. Thank you for following up so we may rectify this situation with urgency. Our records show the ** issues were reported on 7/22, and due to limited availability, the vendor was scheduled to perform repairs on 8/10. The vendor reported no one was present at the time of their arrival on 8/10. Repairs were rescheduled and then performed on 8/16. The tech reported that another service visit was required to fix an additional component, and their bid was approved on 8/29. As of 9/13, the vendor is still waiting for the part to arrive. The manager of our Resident Resolutions team confirmed they spoke with you Friday, 9/13 and that you spoke directly with the technician to report the unit is cooling but also freezing over. The vendor confirmed that a resolution is anticipated later this week in order to accommodate schedules. We encourage you to continue communication with both your Resident Partner and the vendor should you have additional questions or concerns.

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service 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 have been trying to contact a representative regarding buying a property that has this company listed as the owner. I have left messages, had the realtor that originally listed the property for sale reach out, and still can not get any answers.

  Business Response

  Date: 06/21/2024

  Hi *****. Thank you for your feedback and we apologize for any delay in communication. We left a voicemail and sent a follow-up email on 6/20, of which you promptly responded to. We will continue to be in contact regarding your questions.