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:06/17/2024

  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 live on the 10th floor of *************************. When our electricity went out this morning, the EMERGEMCY generator did not turn on. This has never happened in the past 10 years that I have lived here. The elevators did not work and no lights in the hallways or stairwells. Exit signs were not lit. I called the emergency maintenance phone number and asked to be called back. I also called the only other number that we were given; left a message and texted. Again asked to be called back. Obviously, this was not a priority for Highland Management Group, Inc. I want a sit-down meeting with the management of this group to discuss the maintenance and testing process for the emergency generator.

  

  Business Response

  Date: 07/02/2024

  We apologize for the mechanical failure of the emergency generator during the recent ********** outage. We learned of the generator failing during the outage, and it has since been serviced to ensure reliable operation in the future. In the event of another ********** outage, rest assured that the generator will provide backup power to the building, ensuring minimal disruption. Your safety and comfort are our top priorities, and we are committed to maintaining the highest standards of reliability and preparedness moving forward. Thank you for your understanding.
  
  

• Initial Complaint

  Date:02/23/2024

  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 recently found out about move out charges for a property at ********************************************************************** that I was previously unaware of for $1,243. My name and another lease holder by the name of *********************** have had these total charges of $2,486 split in our names. I did not physically reside at this residence after 2014 so I had no responsibility or knowledge, outside of being the other lease holder for the unit, in the charges that were charged to us both. I want these charges to no longer be a joint account and for them to all be dedicated to the primary ******, ***********************, as I was not involved in accruing the charges and received no notice of them from Highland Management or South Pointe Apartments at any point.

  

  Business Response

  Date: 02/28/2024

  On November 7, 2012, ************************* and his mother, ***********************, submitted an application to reside at **********************, located at **********************************. #2, ***********, ** *****. Our records indicate that they commenced their tenancy on November 20, 2012, and concluded it on September 30, 2021. The performance deposit of $200.00 and interest accrued of $17.77 (****** total) was credited towards damages upon move out leaving a total balance owed of $1243.19 for cleaning and damages.
  

  Upon thorough review of the documentation, it is evident that all leases were duly executed by both parties, and all relevant communications and lease violations were consistently addressed to both **** and *************************. Our records further confirm ******* residency, as substantiated by documented calls made by him and police incidents involving his name.
  

  Notably, there is no documentation within our files indicating ******* explicit request for removal from the lease agreement or his desire to have his name removed from the lease documentation.

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because:
  
  I don't believe I am obligated to pay this full balance, and it is incorrect that I resided in South Pointe later than 2014 although my name *** have remained on a lease still.

  

  Business Response

  Date: 03/01/2024

  As outlined in paragraph 7 of the Terms and Conditions of your lease agreement, it explicitly states that any individual whose name is listed on the lease remains financially responsible until any outstanding debts are settled in full.Notably, your name was consistently included on all lease agreements throughout the tenancy period.
  

  7. EACH RESIDENT RESPONSIBLE: Each Resident who signs this Lease and/or Addendum(s) to Lease is responsible for all of the obligations under this Lease and/or Addendum(s). In other words, each Resident alone may be held responsible for all of the obligations under this Lease.

  Furthermore,upon thorough review of our records, there is no documentation indicating your formal request for removal from the lease agreement. It is crucial to emphasize that all official correspondence, including notices, communications, and lease-related matters, were consistently addressed and forwarded to both you and your mother, ***** in accordance with our standard procedures.

  
  

• Initial Complaint

  Date:04/10/2023

  Type:Order 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 the first year we have started getting electronic leases. My lease was due to be signed on the 1st of April, but I did not get an email from the manager, *******, with the electronic lease in a timely fashion, so instead of signing for another year, it was automatically filed as month to month, and my rent went up by $100. I recently underwent surgery, and have been recovering since with no ability to work at this time due to the nature of this surgery. That leaves me with very limited funds, and I needed that $100 to pay my bills. Her inadequate management and lack of responsibility has not only caused me to be put in a place of financial strain, I also have been experiencing undue stress as a result. In addition to this, her takeover as manager in the past 7 months has also seen a decline in the responsiveness of necessary repairs. I have filed maintenance requests for things such as fixing the handle on my toilet several times, extermination for rodents that never occurred, etc. The only time I have seen any progress at get repairs to my apartment is just prior to inspections. The lack of response has caused me to feel frustrated and undervalued as reliable and responsible tenant. I have lived here 15 years, and this is the worst it has ever been.

  

  Business Response

  Date: 04/14/2023

  I would like to apologize for any inconvenience, frustration, or disappointment that you may have experienced with our management office.  That was not our intention, & it is our priority to make sure that you are comfortable & taken care of in your home.
  
  It is noted in your resident file that a renewal letter was sent to your door in January 2023.  It states that you brought it to the attention of the manager that you had not received a renewal letter.  When you notified the manager, she sent you an electronic lease renewal right away & reached out to our accountant to return the $100 short term fee as soon as possible. Because your account is set up to autopay, the $100 fee needed to clear your bank before it could be returned.  The manager stated that it may take **** business days for our bank to notify us that that your check cleared the bank.  On the 7th day, the Regional Property Manager contacted you to inform you that the check had cleared, & the $100 fee was returned to you. 
  
  After reviewing the maintenance requests submitted, it shows that maintenance has been responsive.
  
  11/17/22-Requested toilet h&le to be repaired-11/17/22-Toilet h&le was replaced by maintenance.
  12/19/22-Requested toilet h&le to be repaired-12/19/22 Toilet h&le was replaced by maintenance.
  12/28/22-Requested toilet repair-12/28/22-toilet was replaced, tenant says toilet was too short, 12/29/23-maintenance was able to repair original toilet &toilet was put back in unit.
  1/5/23-Requested toilet repair-toilet was coming loose from base.1/5/23-maintenance tightened toilet base.
  4/4/23-Requested toilet repair-4/4/23-maintenance replaced h&le 4/5/23-New toilet was ordered from HD Supply-currently pending delivery which will be installed as soon as it is delivered to us.
  
  We do not currently have any work orders placed for pest control. If you would like us to call an exterminator for pest control issues, please let us know & we will send an exterminator to your home.

  Regards.