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:11/04/2024

  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 have been renting at THG since December of 2023. For starters I had spoken to the supper regarding some issues I had at the apartment, during the first 3 months one of them being the bathroom door which was broken, the electrical plugs in the living room and some in my room were not working since they were filled with paint. The opening in my living room was just covered by a piece of wood and it had an opening ai animals will crawl up there one of these animals was a squirrel which ended up eating the cable from my internet and I had to pay the repair man to get it changed. These complaints I gave to the supper directly and he never fixed them. I also complained about the bathroom sink being clogged since day one of me moving in and it was never resolved until last month. With all of these issues I decided to stay in place and not bother as much. Recently I lost one of my jobs about three weeks ago and I was talking to the rep via e-mail regarding this situation, I am a single father of two and I need to be able to provide for my daughters since the rent was going up and me losing a job I could no longer afford the rent there and be able to provide for my daughters so I asked for help again three weeks before November, and they told me that they could not do anything about it. So I said ok, I cannot longer be able to pay for rent and financially take care of my daughters so I told them that I could not renew my lease, to which they said ok, I ended up fining a private basement much cheaper and will be moving there at the end of my lease which is November 30, 2024. So I asked them regarding my deposit which is $2,023.50 and they told me that they would not be giving my anything back because I did not inform them 2 months before the end my lease, but I asked for help three weeks before November started and they refused to help me. I need that deposit to move into the new place. I paid this month on the 1st on good faith but do not want to return my deposit.

• Initial Complaint

  Date:02/21/2024

  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.

  2/21/2024 I had to pay $2174 which THG Property noted as "Another month's rent to accommodate the correct notice period, Insufficient notice, Interest" in which I believe is not right. What happened: 1. Pest problem since 8/9/2023 (FLIES) but THG property says this is "my problem" due to my sanitary habits. Sent super to check, but flies came back again a week later from old heater pipe. Finally sent professional PEST control only on 12/28/2023 (4.5 months later). 2. More pest problems (MICE) from heater pipe since end of October, I filed official maintenance on THG portal on 11/2/2023, 11/5/2023, 1/14/2024, 1/22/2024. This, however, doesn't include the times I directly texted the super for help. This problem is NOT solved by the time I have moved out 1/28/2024 as MICE is still in the apartment. I can provide photos of mice droppings in the cabinets in the kitchen / bedroom as proof. I believe it is the THG as landlord's job to solve these PEST problem. 3, Rent renewal notice was sent on 11/20/2023, at that point I was considering renewing. However, just a few days after 11/20/2023 I saw the MICE again also, the heater in the bathroom hasn't worked for the whole winter, I thought this would also be fixed soon and asked the super to fix these problems - NONE of these problems were fixed. I officially requested maintenance for the heater on 12/18/2023 but the super said the heater can only be fixed during spring of 2024 so there will NOT be heater for the rest of the winter. The winter in New Jersey is often 30-45F. I am requesting THG property to solve the above mentioned problems at **** ******** ** *** *** ***** ****** ** ***** as this is causing health issues to those who still live there. Also credit me back the $2174 as I was not able to give full 60 days notice due to my hope/trust in Nov / Dec that these problems would be solved. By the time I gave notice in Dec NONE of the problems (MICE / HEATER) were solved - all due to THG, the landlord's misconduct.

• Initial Complaint

  Date:08/06/2023

  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.

  A few weeks ago I contacted the BBB about a leak in my apartment. There was a leak with the ** unit, and it caused floor and rug damage. Due to the fact, THG responds to nothing and answers no emails, I was speaking directly with maintenance. I asked repeatedly for the name of a supervisor, the office does not respond or provide one. Due to the fact the unit was not replaced at the suggestion of the plumbing company, it caused the leak to travel into my bedroom. I was then inconvenienced because I had to move all my furniture out of my bedroom (I am a single mom) and then back into the room within 24 hours. The cracked floor is still broken, causing me to purchase a throw rug. They are not sure WHEN they can fix the floor. Its now an issue about not having the correct tiles. When the ** unit was replaced, no one bothered to put a filter in the vent - causing loudness that you can not even hear yourself think. I was told oh its a new unit - thats why it is loudSaturday (8/5) I felt water again in my bedroom on the new carpet. Of course, maintenance has NO ONE for after hours emergencies. I called PSEG thinking its my water heater. PSEG came out - the water heater is drythe leak is coming from inside the wall. The new carpet is wet, my downstairs neighbor has a leak, and no one at the office is responding.

• Initial Complaint

  Date:07/28/2023

  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.

  About 2 weeks ago, the floor leading from my living room to my bathroom was raised. I have lived in my apartment since about 2014, so its been quite some time. I put in a maintenance request. It went unanswered for a few days, and then maintenance came to look. They call in a plumber - now my AC unit needs to be replaced due to a leak. The leak has caused the floor to raise, split and if you trip over tiles, break. My floors are getting worse each day. I was informed that Tuesday Aug 1st - the unit will be replaced. The floors must stay as is until the unit is replaced. This morning, 7/28, the water is seeping up from the floor and is going into my bedroom. When I walk out of my bedroom, the carpet is all wet and my feet are wet. The water was in a small location this morning, now it is spreading. Since the unit will not be replaced until Tuesday, the leak will continue. By then, Im not sure what the floor situation will be.I opened a new work order, as they cant do anything until the unit is replaced. Tuesday is still the earliest they can come with the plumber.I reached out to the main office over a week ago, requesting the name of the maintenance supervisor. The office does not give out the name. They need to ask upper management. I said please ask and get back to me. I have not heard back from them. I reached out to the main office again via email. Im waiting for a response.

• Initial Complaint

  Date:03/15/2023

  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.

  Landlord of property on ***************************************************************, Hiillside ** *****, reach out management for the last 5 months , for items in my apartment need repairs, my refrgerator is shot my oven does not work, radiator in my bedroom not working , no heat, I ran to the super in my building about a week ago ask about my repairs. and he informed that we can a stove from another apartment which is used and also had the nerve to tell that when he gets it can I help him carry it to the 2nd floor, I have a bad back about to get surgery . very unprofessional to ask me to help carry to my apartment...checking the system for all of my complains and it states that they were all done and closed out, no one has been to my apartment in months and they have the nerve to collect rent, please advise of this matter. Kind Regards ***************************

• Initial Complaint

  Date:08/09/2022

  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.

  The air conditioning in my 2nd floor apartment is not working properlyit is 100 degrees outside and 81 degrees inside. I have made calls and submitted maintenance requests. No one has come to look at the unit or even called me back. I find this unacceptable. I have 2 children

  Business Response

  Date: 08/16/2022

  We received the maintenance request, and it was submitted in our system. We are always available in the office or via email (responding in 24 hours). The A/C unit is usually, and I believe in this case, the Resident's responsibility. Regardless, this was assigned to the Super (which the person who sent in the complaint can follow on the system). I do not believe this is a BBB violation that the Super is looking into it (also whether it's our or the resident's responsibility). Please let me know if there are any additional questions. Thank you.