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:03/30/2025

  Type:Customer Service 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.

  Ive been renting from this company since 2022 and they have refused to fix any issues in a timely manner. The ventilation system has been on the ground for months and still is. In December my electric bill was 1800 and they still refused to come repair it. We have been to court and they have tried to sue for damages, fees, and lost and now they refuse to fix the ledger to show nothing is owed and reason being is because so no one can rent to me and is devalues my renting character. They are thieves and liars. A inspector has been out and found several violations and this was in November and the case is still open till this day. The judge actually awarded a rent abatement. Malu does not exist. ****** is a compulsive liar. ***** is a liar as well. I need my deposit. All of March they have ignored my emails because we are leaving but you still have a responsibility to me while Im still in a property I paid rent for. They have blocked me from entering the portal.

  Business Response

  Date: 04/02/2025

  Dear Ms. ********************** take all tenant concerns seriously and strive to address maintenance requests in a timely and professional manner. While we understand the frustrations expressed, we would like to clarify the following.
  The court granted CAPM possession of the property at your most recent court date. Per North Carolina state law, once the tenant has vacated, the security deposit will be processed within 30 days, in accordance with legal requirements.
   Regarding the reported violations, an inspection did take place; however, all violations have since been addressed and the case has been officially closed by the inspector as of March 7th, 2025.
   We remain committed to providing professional service and resolving matters appropriately. If further clarification is needed, we encourage open and constructive communication through the appropriate channels.

• Initial Complaint

  Date:01/05/2025

  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.

  Started to rent from this company in 11/25/24. From the get go weve had problems, and we get the run around. We have filed many maintenance request on the heating system no keeping up, it gets as low as 53 degrees in the house when its 20 or below. Its been happening for around 3 weeks and weve have no movement on the issue. When I call, their only response is that they are waiting on an approval from the owners! By law it has to be able to maintain between ***** in all room or at least one. It cant do either of those. Theyve none about a broken toilet that continuously ran causing a $300 water bill, but took more than three weeks to fix. Plus all the windows are either nailed, screwed or painted shut. None operational, couldnt get out in case of fire. Which brings us to the last issue, when they did come and try to fix the toilet the other day, they damaged the electronic lock on our front door to the point of its inoperable, cant get in. Plus this company doesnt give you a key so in cases like this, we cant get in and would have to wait for someone from ********* or wherever to come unlock the door. They are now blocking or screening our phone calls and messages. We have sent emails, voicemails, ****** responses. Its freezing in this house! Weve sent them recording of the door and their maintenance people have also taken videos or the windows and Heating system.

  Business Response

  Date: 01/27/2025

  Our maintenance department spoke to the tenant after we received this complaint on Thursday and he confirmed that we already fixed the unit and it is working fine.

  Could you please close this out? 

  Thank you! 

• Initial Complaint

  Date:12/16/2024

  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.

  Our son rented a property from them. His lease was up Oct 31st 2024. He gave proper notice to vacate 9/23/24. They gave 30 days to provide a ledger of move out fees. No one did. It took me his mother calling to get an answer. We were told he would get a ledger 12/3/24. They locked him out of the portal but said all info was listed there. We keep getting told the check is in the mail. They were trying to charge him for existing damage. They owe him $766 and he hasnt received anything. They will not answer calls or emails. They are giving him the run around. They are trying to s**** him out of his deposit. Dont rent there.

  Business Response

  Date: 12/17/2024

  Hello, 

  We did issue your son his deposit back.  He just inform us that he did not get the check we mailed out to him.  We just put a stop payment on the check and issued the funds to be sent to him electronically as that is what he requested.  This was done yesterday.  Please wait a few business days for the funds to settle into his account. 

  Customer Answer

  Date: 12/18/2024

   
  I am rejecting this response because: He has not spoke with anyone in days. The above response is a lie. It insinuates you are speaking with him. He has not received his deposit back. It has been a few days. Once he receives the deposit we will be happy. Did you cancel booth checks? You issued two. One for $651 and one for $115. Please contact him to resolve this issue. Please refund his deposit as per your company agreed to do weeks ago. 
  
  

  Business Response

  Date: 12/26/2024

  His deposit was refunded just like we explained previously. Please close this out.  If your son has any further questions, he can contact us directly. 

• Initial Complaint

  Date:11/04/2024

  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.

  We moved in on October *******. Bought a wash machine and dryer the following. I have used my dryer one time due to the fact that the circuit breaker is bad. I have contacted the company, Carolina Alpine Property Management after the multiple phone calls to them they finally called me back. I was told maintenance would be at my house Monday November 4, 2024 at 2pm. We work second shift so I said it had to be at 2 otherwise I would be at work. I was assured 2 pm. They did not show up at all even after I left for work. Carolina Alpine Property Management is nothing but crooks.

  Business Response

  Date: 11/12/2024

  The contractor went out to the property the very next day.  Please close this complaint.

  Ms. ******** *****, please contact the office directly for the fastest response time. 

  Thank you, 

• Initial Complaint

  Date:10/09/2024

  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.

  On 9/27 Hurricanes ****** came and took out 2 trees ripping the meter box off the house. They were notified immediately. Someone came out Friday and Saturday and took pictures. Monday the trees were cleaned up. Wednesday I called to get update on repair to meter box to get power back. Was told waiting on homeowner approval. Emailed them Thursday and it was forwarded no update. Called 10/4 for update no response. Sent email to both maintenance and leasing with section of our lease agreement of the responsibility of owner. Got email back from both departments on 10/7. Matinence said electrician would be out on 10/8 and inspection would be on 10/9 and we would be able to call ****** electric to get our power back on. Even got a call from maintenance and was on hold for 15 minutes. Never called me back. No inspection was done on 10/9 meter face still in the yard with not update. We have not been able to stay in the house since 9/28. Commuting and hour and half one way to work. Paid rent for October when we havent even been able to stay in the home. We are going on almost 2 weeks of no power due to the lack of communication and caring of this company and the owner. We have been loyal tenets for 3 years and just renewed our lease for another year. We take care of the house like it is ours unlike our neighbors next door who never mows the grass. Everyone around us got power back on 9/30 but us.The company and the homeowner have failed there part of the lease of section 6 when it states that issues will get fixed promptly. If its a simple issue like a sprayer being broke I would be more patient. But the home is not in livable condition as this moment due to no power. They can look at all the documentation and pictures I have sent to the maintenance department and to ****** **** as well as ****** *****.

  Business Response

  Date: 10/28/2024

  Good afternoon,
  We wanted to follow up on your complaint. While we definitely understand your concerns, we wanted to provide a timeline
  of the events.
  The panel was installed as soon as the owner gave his approval, but unfortunately, the city of ****** requires the
  licensed electrician to submit an application through an online portal to call in for an inspection. This account was
  created by the electrician right before installing the panel but it took a few days before the city approved the new
  account, and therefore, it took longer than expected for them to check the work done by the electrician. While we
  understand that repairs need to be completed in a timely manner, do keep in mind that processes with the city cannot
  be expedited by our end.
  That being said, we understand the urgency of the situation, but would like to remind you that it is against the lease
  agreement to hire contractors outside of the vendor network of Carolina Alpine unless you've received explicit
  approval from the homeowner or the property management company. Furthermore, hiring external contractors to alter
  the work done by one of our contractors makes it impossible to check the quality standards that we upheld them to,
  and moreover, would make it impossible for us to call for warranty repairs should they be needed.
  With that mind, we have checked with the area in charge of management, and they have agreed to return the amount
  listed in the invoice you sent and also credit you for the days the property was without power. In total, you will be
  credited an amount of $945 which will be directed towards your next rent payment.
  Lastly, we would like to remind you to follow the guidelines listed in the lease agreement, and to contact us should you
  need anything related to the maintenance of the property.

  Customer Answer

  Date: 10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However, in the future I expect better communication and honesty from the property management. We have never had an issue before and this was a very bad experience.Being without power for 18 days and not being able to be at home was very stressful. Had this had happened from the start of us loosing power and things getting taken care of when we were told they would have we would have not hired our own electrician. Thank you for making this right it definitely makes me feel better as a loyal tenant of over 3 years. 
  
  Thank you. 
  

• Initial Complaint

  Date:09/19/2024

  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 company is part of the reason people are homeless. They take an application fee of $100 for each person applying first off once receiving the fees and completing income verification you hear nothing back then they send an email the next day stating the property is no longer available. When you call to see why They run in circles trying to cover up their lies. PLEASE SEE ****** REVIEWS this business is a nightmare. PLEASE HELP US.

  Business Response

  Date: 09/24/2024

  Hi ******, 
  

  We have no application under your name. Your fathers application was started on 9/16 and he did not complete his income verification. Our leasing team reached out to him for additional information regarding his income and received additional pay stubs on 9/18. After reviewing your fathers paystubs, we then asked if he could provide a cosigner because he would not be approved on his income alone. Per company policy all cosigners must complete an application and you did not apply. If you or your father would like to be reconsidered for any of our available properties please apply. Our applications are valid for all properties for up to 90 days. 
  

  Thank you and we wish you the best.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair 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.

  I rented a property from this business and they are trying to apply what I see as roughly $860 in erroneous charges saying that drywall repair needs done in these two rooms and full paint of trim walls and ceiling. I want an explanation of these charges is there's no damage in either room, and the kitchen is paneled, so what drywall needs repaired in it?

  Business Response

  Date: 06/10/2024

  Good Afternoon,

  Attached are some pictures of the damages referred to in the closing statement. The owner is willing to work with you. As a resolution, we are offering to waive the $392.75 balance owned too CAPM. 

  Please let me know if you are interested in this option. 

   

  Customer Answer

  Date: 06/10/2024

   
  I am rejecting this response because:
  Th those are not the areas of concern. I want to know why the bedroom and the kitchen are requiring a full repaint in your mind. I am fine with the charges for that specific wall that are already on there. I need the $860 to drywall and repaint the kitchen and bedroom which are the videos that I posted waived. That wall is in the living room which is labeled as entry room on the invoice. 

• Initial Complaint

  Date:01/12/2024

  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.

  I signed a years lease havent had hot water in 3 days and not one single call back

  Business Response

  Date: 01/12/2024

  Hello,

  We received a service request from you on 1/10/24 letting us know you did not have hot water and that the pilot light went out. 
  You then inform us that the hot water started working so we closed out the request. We encourage you to reach out and submit another service request in the event of any ongoing concerns or future issues, ensuring that we can promptly address and resolve them for you.

   

  Thank you, 

• Initial Complaint

  Date:01/04/2024

  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 have called Carolina Alpine Property Management LLC and asked them to come fix the mole in my daughter's room. There is a leak coming from the ceiling in the closet causing the mole on the ceiling and on the top of the door. I reported this to them on 05/20/23, and 06/09/2023. When the inspector came to check the home in 10/31 2023, he said he would let the management company know and it will be taken care of. No one has called or came out to fix the ceiling. I have reached out to them about the front lawn being a hazard due to the buildup of mud and water in the front of the home I rent from them. I sent emails to them on 11/29/23, and on 12/26/23 about the lawn. I asked them to put gravel or sand to help prevent a us from getting hurt. The only response from them was send me pictures. I have sent pictures and emails, and no one has tried to help me. I did receive an email from them stating the homeowner said he would put gravel down next winter, As of today, no help from management. Please help me get some resolution, I have exhausted all avenues trying to get help from them. Thank you, ***************************,

  Business Response

  Date: 01/12/2024

  Hi ********,
  I trust this message finds you well. As you are aware, the ceiling leak has been successfully addressed.
  Concerning the front lawn concern, we currently do not have an open work order for that specific issue. Kindly submit a service request, and we will promptly address and resolve the matter.
  Thank you for your cooperation, and feel free to reach out if you have any further questions or concerns.
  Best regards,

• Initial Complaint

  Date:01/03/2024

  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.

  Current tenant of CAPM, this company has very poor communication. Sent various emails, voice messages and online requests and still no response. There is no number to talk to an actual person, its like they ignore your messages on purpose.

  Business Response

  Date: 01/12/2024

  Hello ***, 

  I trust this message finds you well. We wanted to acknowledge that we've previously discussed the matter at hand. If you have any further inquiries or require assistance from our team in the future, please feel free to reach out via email or phone. We are here to support you.
  Thank you for your understanding, and we look forward to assisting you with any future needs.
  Best regards,