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:11/18/2024

  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.

  On 11/14/24 a third party attempted to pay delinquent rent for me due to me being laid off and delays with my unemployment benefits. The Community Manager informed the third party and myself that they do not accept rent assistance. The third party informed me that they in fact have accepted assistance from the before. I reached out to the corporate office to check if this was their policy or if this was discretionary. She stated it was up to the property. I then confirmed that it must be discretionary then if you’re saying it’s up to them. She rudely stated that’s not what I’m saying and I will transfer you to the property. I asked if to the property is governed by Denton and Floyd Bylaws and she refused to answer my question. Their business practices open them up to allegations of discrimination. If this is a rule then they simply could have stated that or shown me where to find that in my lease. They rather evict than accept assistance from someone who was laid off through not fault of my own. Also, the fact that there is knowledge that they have accepted assistance from the same 3rd party before. I also have a letter from the Governor’s office related to the delay with unemployment benefits and that letter states there are resources to help me and my family until the unemployment benefits issue is resolved. I’ve never been late since I moved in. Also, after speaking with the office manager I called the property office and both managers were not available.

  Business Response

  Date: 11/19/2024

  ******* called our corporate office to ask if we accept Section 8, not rental assistance.  Both myself and the Assistant Manager on-site have informed ******* directly that we do not accept rental assistance.  We have provided her with alternatives to rental assistance that she can pursue for rental relief.  Our property does not currently accept rental assistance and is not mandated to do so - I am a newer manager and am unsure of when this policy took place but it has been in effect since I began in September of 2024 at least and from my understanding, many months prior to that.  Attached you will find emails between myself and ******* explaining that we do not accept assistance along with the correspondence between my office and the corporate office about ******* inquiring about Section 8.  

• Initial Complaint

  Date:10/21/2024

  Type:Product 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.

  Earlier this year the maintenance here repaired and issue with some insulation. T he insulation got on my son’s bedroom floor and the maintenance man stated that the office would send someone to clean the mess or replace the carpet . Nothing was ever done about it. I submitted a maintenance request and the issue is still unresolved. I also requested maintenance for mold in my bathroom and no one has been here to repair . When I try to go into the portal where the maintenance request was submitted, and getting an error that I can put log in because I’m not a resident and I am . I reached out to the office last week about this issue with their portal and they only sent a link to register again. This didn’t resolve. I asked for assistance again today, they only sent another link after I already advised that the process doesn’t work. Along with the issues mentioned above, the complex is now enforcing a new parking policy. We were only notified via email and didn’t sign any paperwork acknowledging the new policy in place. This information was not included in my lease either. My car has been towed due to expired tags. The car runs and isn’t in bad condition. Because I was not aware of these new parking policies, I didn’t think my car would be towed for its tags. I also do not drive this car because I have to update them. My issue is that regardless of the tags, why am I unable to park my car where I reside? I pay rent for my home, I should be allowed to park at home without the threat of being towed. Also I had a visitor and she parked in the designated parking area. (Only found 5 visitor parking spaces in the entire complex and no where near my home) My visitors car was also towed for tags. It’s not fair that someone who doesn’t live here is unable to park because they have not renewed their tags. I did go to the office to discuss the matter with management today. Not only was the lady unwilling to help me but she dismissed me for “hostile” behavior. I was not.

  Business Response

  Date: 11/07/2024

  Attached you will find work order records for *** ********* in the year of 2024 - I do not have record of any work orders that would have included repairs/replacement of carpet or any work regarding insulation in a bedroom in the year of 2024. Additionally, you will find information regarding our parking policy attached. Our community uses a 24 hour towing company that monitors our parking lot. The most recent reminder of our parking policy was sent on 10/4/24 via email and analytics show that *** ********* did open and receive this email. The visitor parking signs in our community do state that all cars must be current on tags along with the parking policy email that was received by *** *********. You will find in her lease agreement in Section 21:Parking that we are permitted to monitor the parking lot and cars having current registration is a part of the parking policy listed in the lease agreement. Our community has several visitor parking areas; it is very unlikely that ****** could only find 5 spots available as there are multiple visitor parking areas in the community with ample parking available on a regular basis. The approximate location of ******** home is marked in red on the map showing several nearby visitor parking locations marked in yellow. When ****** approached our office staff she was very aggressive, repeatedly asking the same questions over and over in an aggressive tone.  She demanded that we return her guest's car and made several false claims to our team. She would not let myself or the other team members nearby speak to her without interrupting us or telling us the information we were giving was incorrect.  The guest she brought with her at the time cursed at our team notating that the parking policy was "bullsh!t" and repeatedly yelled "bullsh!t" on their way out of the office. *** ********* shows no ******** access issues on our end and was instructed to contact ******** if she is having trouble accessing her account.

• Initial Complaint

  Date:05/06/2024

  Type:Product 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.

  On March 21, 2024 I spoke with a representative of this company regarding a condominium rental. She instructed me on which unit to apply for online. I paid the $250.00 hold fee for the unit because I was informed that if we did not get it for any reason $200.00 would be refunded. On the 23rd of March, I called the office with a question about the condominium and was informed that it showed I was getting a 3rd floor apartment. I informed the gentleman that I was under the impression I was getting a condominium. He said that was not in their system. I told him I would call back on Monday, March 25th to get clarification. As a result of the confusion, I decided to cancel my application so I called that Monday morning before they opened and I left a message stating that. I knew I would not get back $50.00 of the $250.00. They told me I would receive my $200.00 in 30 days. When I did not receive it, I called and was told I would not be getting anything back. I responded to this by saying I was given conflicting details and I had canceled. She asked if I wanted to speak with management and I said yes. Since then, I have received no call. I have sent an email and I have called and left a message.

  Business Response

  Date: 05/23/2024

  Per our Resident Qualifying Criteria & Selection Guidelines (see attachment), administration fees are nonrefundable. In any case, unless denied, your administrative fee is not returned to you once you've been approved in the system, which also includes when you cancel your application. We apologize for the frustration and miscommunication during your application process, but unfortunately, we cannot refund you at time time.

  Respectfully,
  Denton Floyd/Halsey Flats Management

  Customer Answer

  Date: 05/24/2024

   
  Complaint: ********
  
  I am rejecting this response because: they gave me various information which caused me to make the decision to apply being that time was of the essence. After applying to what I was told was a condominium, when I reached out the very next day (Saturday) I was informed it was a 3rd floor apartment. I told him that I did not want that and that I would call first thing Monday morning to withdraw my application. I expected to receive my $200.00 back. They should not be able to profit from their miscommunications within their company.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service 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.

  Refrigerator does not work properly. Have called on the issue and have had maintenance out on June 13th, 14th, 17th, 18th, 22nd, and 27th, and reported on the same issue July 1st, 2nd and 3rd and have had no response. Have lost over $500 dollars in food and was told to contact my renters insurance, but have a $500 dollar deductible which defeats the purpose. My refridgotaror is still not fixed and I want reimbursement for the deductible off my rent so that I can actually get all my money back. Apartment complex refuses to fix issue.

• Initial Complaint

  Date:02/01/2023

  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.

  I lived at Halsey from august 2021 and moved out on august 31, 2022 after receiving no account information as to where my security deposit was, or any sign of a check. After 3-4 months of calling I was told a check was sent to my forwarding address. Few more months go by still no check in the mail. It look 3 more months to get them to answer the phone again until I called corporate complaining. I was then told I did not get a check because I had an outstanding balance for charges I never was informed about via email. Management is awful to deal with and very unprofessional, she always has an attitude and hangs up the phone, or point blank just ignores my calls/ messages. Currently going on month 8 with no email communications or deposit returned to me. I went into the office today since I can’t get in contact via phone and melina, the manager refused to speak to me about the issue. I’ve been made aware of my rights and informed at this point I am entitled to a full refund of my security deposit. I have taken multiple steps to try and resolve this issue, however it doesn’t seem to get anywhere because of how unprofessional the manager is! Many reviews have stated previous residents have had these very same issues with management and them withholding their deposits. Throughout the whole lease term there was nothing but problems.

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Lease agreement states that the deposit will be refunded back 60 days after end of lease. Lease ended August 31, 2022. I contacted the leasing office November 16, 2022 to find out information about the deposit being refunded. I was informed that a check was mailed to the address I provided, but the address that they mailed the check to did not include the apartment number so the check was never received. I was told that the account department will send a new check. I then waited two weeks for the check to arrive and it never did. I contacted the leasing office December 8, 2022 and was told that there was a meeting on December 9 with the accounting department for them to do an audit and cut checks for deposit refunds and that the checks will be mailed December 12. I was told that I would get a call after the meeting to confirm that a check had been mailed. I then waited and have not received anything. I contacted the leasing office December 10 and left a voicemail that had not been returned. I contacted the leasing office December 16 asked for more information in which I was told that an email had been sent to the accounting department and for me to wait for a phone call. I have been waiting patiently but something has to be done quickly because this is dragging on longer than it should. All I want is for the check to be mailed to the correct address as soon as possible so that the issue can be resolved.

  Business Response

  Date: 12/19/2022

  A refund was issued for  *** ***** on 10/3/2022 in the amount of $721.66 via check number **** The address on file list ** ***** ****** *** *********** ** *****.  This is not negligence on the part of Halsey Flat.  This is an issue with the postal service as this has been discussed with *** ******  Accounting was notified on the 12/8/22 regarding this issue. Typically accounting will wait until we've received the check back in the mail before we reissue payments.  

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  It has been two months since the first refund check was issued to the incorrect address. The address was incorrect on their part due to the fact that I provided the address of ** ***** ****** *** **** ** *********** ** ***** to the leasing office on August 25th. 

  
  

  I had been informed that there has been checks lost in the mail. The adequate solution is to put a stop on the check that was mailed October 3rd and reissue a new one to the correct address. Waiting for a lost check in the mail to be returned is unreasonable considering it has been 2 months and the accounting department has not received it back yet. 

  
  

  
  

  I am requesting that the accounting department put a stop on the lost check that was mailed to the incorrect address on October 3rd and reissue a new check to the correct address immediately to resolve this issue. 

  
  

  
  

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

• Initial Complaint

  Date:08/08/2022

  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 pay rent for a 2 bed 2 bath at Halsey flats and for half of July I was sleeping on the couch of my living room while my ******* slept on the guest bed bc a maintenance issue that had gone ignored by the apartment office had completely destroyed my bathroom and sewage water was flooding from underneath the floors in our bathroom into the bedroom. All of July we have been with out that bathroom. There’s a massive hole in the wall and the toilet has been left in the shower. All of this has been ignored by maintenance and staff. I have tried to contact ***** the manager multiple times. I have contacted ******** and ******* multiple times both claim to tell ***** that I need to speak to her urgently. My phone records will show that I have called them 5-15 times A WEEK. And never once received a phone call back. I am constantly trying to contact them and have not even once been contacted by them to resolve w the issues. The issues BEGAN at the end of May and we notified the office early June. They are breaking their own contract by neglecting maintenance issues so much that it causes MORE maintenance issues. They never once have responded to my voicemails or messages that I left with other staff. At this point I’m moving out and when I pack up all my stuff there will still be a massive hole in the wall and no toilet or shower working in the master bedroom. And after all that there is also mold on both bathroom ceilings and water leaking into our living room through our sliding doors. I want my money back this has caused me so much stress I finally broke down at work today in front of my boss and she told me to contact the BBB so this is my last ditch effort to try to salvage this situation in any way possible. I work 35-40 hours a week. I babysit. I save my money. And yet I’m still struggling to make ends meet every month. I am being taken advantage of by Halsey Flats because they know I could never afford the legal fees to fight back. Please help me resolve this.

  Business Response

  Date: 08/17/2022

  Hello –

  I, the manager of Halsey Flats have spoken to ******** ***** on multiple occasions.  The issue is not that she cannot reach the office and or someone to help resolve her issues.  The resident wants to speak to me specifically.  This will pose an issue to her as I’m not chained in my office and can be offsite or on the property at any given time.  Ms. ***** has could have spoken to the assistant manager at anytime regarding her escalated issue.  Her issue was addressed by me with a timeline laid out for repairs with dates.  Ms. *****’s refusal to allow the vendor/contractors in to complete the work required my assistant to go to her apartment directly to resolve the matter. 

  Ms. ***** has received a discount for her inconvenience and no further discounts will be applied.

  Thanks,

  Have a Great Day!

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

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

  Halsey Flats

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

• Initial Complaint

  Date:07/18/2022

  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.

  Refuse to do maintenance. Or enforce any rules. Amenities are subject to change

  Business Response

  Date: 07/21/2022

  Mr. *********' complaint is completely unfounded.  The swimming pool, which is the amenity he has an issue with, has mechanical issues that required the pool to close.  This is in accordance with Health Department Guidelines.  The resident is also upset that the pool attendants take breaks, which are required in accordance with Federal and State Labor laws.  

   

   

  Mr. ********* must understand that emergent work orders are answered within 24 hours.  Non-emergency work orders are answered within 3 business days from the date placed.  If he places a non-emergency work order in the system on a weekend, they are not reviewed until the next business day.  

   

   

  Please reach out if you have any further questions or concerns.

   

  Thanks,

   

  Have a Great Day!

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

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

  Halsey Flats

• Initial Complaint

  Date:05/24/2022

  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.

  I was deceived and/or mislead intentionally during the application process. The pricing on the website for this business for apartments is hundreds of dollars off from the pricing I received in person, also I was told that credit scores weren't a factor in the application process. The leasing agents continually got my name wrong during phone calls and emails showing a lack of care or respect and then finally after a week I was told I was denied for my credit score. And when I stated that I was told that this wouldn't be an issue and that I want my application fee refunded I was ignored.