Complaints

This profile includes complaints for Hills Property Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hills Property Management, Inc.

  4901 Hunt Road Suite 300 Cincinnati, OH 45242-6990

  
• 

  Hills Property Management, Inc.

  8251 Landings Drive West Chester, OH 45069-6769

  
• 

  Hills Property Management, Inc.

  1 Fox Chase Ln Southgate, KY 41071-5401

  
• 

  Allure Apartments

  350 Arden Way Centerville, OH 45459

  
• 

  Hills Property Management, Inc.

  2335 Long Vista Lane Cincinnati, OH 45234

  

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:02/01/2025

  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.

  Mr. Louis G******, could you please give me a call at your earliest convenience. I honestly feel as if I’m being mishandled… Due to the lack of communication and replies from the leasing team. I was in the process of paying my rent and noticed continued discrepancies in charges. I’ve been a long term resident since 01/05/2013. I also noticed my lease agreement information was not updated and listed on the website. There has been a very large increase in the monthly rent. I’m also being charged an additional 150.00 dollars month to month fee; which is incorrect. I signed a new year lease at the office with Catherine Z**** dated 01/08/2025. Hopefully we can resolve this continued frustrating situation. Thank you, ****** ****** ***** ****** ***** **** *** *** ********** ** ***** ********************* ###-###-####

  Business Response

  Date: 02/10/2025

  We appreciate the opportunity to address *** ******** concerns. Upon review of his account, we identified the discrepancies related to his lease charges and portal information. We have since corrected these issues to ensure his lease terms are accurately reflected.

  
  *** ******** lease charges and online portal have been updated accordingly, eliminating any incorrect fees, including the month-to-month charge. We sincerely regret any frustration this may have caused and appreciate his long-term residency with us.

  
  Our leasing team is available should *** ****** have any further questions, and we encourage him to reach out directly for any additional clarification.

  Thank you!

  
  

• Initial Complaint

  Date:06/24/2024

  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.

  Please see attached.

  Business Response

  Date: 07/02/2024

  Thank you for bringing your concerns to our attention. We understand your displeasure with the new ********* installation and the recent rent increase following our renovation program. Our goal is to offer quality housing at fair market rates.

  
  Regarding *********, while we have transitioned to this provider as our preferred option, you are not obligated to use their services. You still have the freedom to choose your own internet and cable provider. We've made efforts to match your current internet pricing for this year's renewal to minimize any additional cost to you.

  
  The renovations were undertaken to enhance living conditions and increase the value of our apartments. These improvements, coupled with rising property maintenance and management costs, led to the adjustment in rental rates. This rental increase took effect only after your previous lease expired at the end of June.

  
  We strive to balance competitive pricing with maintaining high property standards. Your feedback is important to us, and we are committed to addressing any concerns you may have. Please feel free to contact our leasing office with any further questions or needs. Thank you for choosing to renew your lease with us; we value your residency.

  Business Response

  Date: 08/28/2024

  We regret that we have not been able to reach a resolution that meets your expectations regarding this matter. Our primary goal is to provide the best possible experience for our residents, and we apologize if we have fallen short in your case. We value your feedback; however, at this time, we are unable to make any further adjustments to your lease charges or additional fees as outlined in your current lease agreement.

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:06/24/2024

  Type:Facilities 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 apartment complex has several trees that are intruding into my backyard. We’ve asked them repeatedly to remove the overgrowth & trees but they’ve not done so and will not return our calls.

  Business Response

  Date: 07/02/2024

  Thank you for contacting us regarding your concerns. We believe or Regional Manager has provided you with an update on the project's progress. We have identified a contractor for the work and are currently awaiting a completion date. Once we have this information, we will coordinate with you to ensure it aligns with your schedule and discuss any project details. Please don't hesitate to contact the leasing office if you have any more questions.

• Initial Complaint

  Date:06/24/2024

  Type:Facilities 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 apartment complex has several trees on their property line that has grown over into my property line. I have made MANY calls requesting them to remove all tree limbs, tree brush, and all overgrowth off and away from my property but they don’t return my calls and have not done as requested.

  Business Response

  Date: 07/02/2024

  Thank you for contacting us regarding your concerns. We believe or Regional Manager has provided you with an update on the project's progress. We have identified a contractor for the work and are currently awaiting a completion date. Once we have this information, we will coordinate with you to ensure it aligns with your schedule and discuss any project details. Please don't hesitate to contact the leasing office if you have any more questions.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I followed up with the contractor who told us that The Apartment Complex has not approved his quote to remove the trees. In order to consider this matter resolved- I need a date this work will be completed within the next two weeks. If work is not completed within next two weeks I will file a civil lawsuit.
  
  Regards,
  
  **** *****
  

  Business Response

  Date: 07/22/2024

  We appreciate your patience as we worked with the vendor to get a contract signed and a date scheduled.  As we discussed last week, we have secured a signed contract, and our vendor has put this work on the schedule for the next two weeks. Many landscaping and tree contractors are booking out over 90 days due to the time of year so we were fortunate to be able to work with some wonderful vendors who were able to escalate this so that we can get this resolved for you.  As we reviewed on the phone, as soon as we have the exact date over the next two weeks, we will reach out to you directly and coordinate with the vendor for the work to be completed.

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  their representative spoke to my husband two weeks ago… Not last week. They advised at that time the work would be completed within two weeks. This week is that second week and the work has not been completed nor has there been a date scheduled for the work to be completed. This means they falsely represented themselves when they said the work would be completed within two weeks because it’s not. If I do not have a date from them (that shows it is scheduled within the next week) then I will be going and filing a lawsuit against them on July 26th. They have today and tomorrow to provide me with that date for the work to be completed within seven days or else a lawsuit will be forthcoming.
  
  Regards,
  
  **** *****
  

  Business Response

  Date: 07/30/2024

  We believe there to be a delay between when the Cowins responded and when their response was posted to the BBB for us to see. Our team has been in communication with the Cowins and the issue at hand will be taken care of within 24 hours. Thank you for the opportunity to address this concern.

• Initial Complaint

  Date:06/17/2024

  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.

  The entire move out process with ********** has been a disaster. We initially wanted to move because we needed more space but, ultimately, we moved because of their blatant disregard for their residents. ********** became unresponsive towards the ends which caused us to have to extend our lease. Then they rented out our unit and asked us to leave before our lease ended and tried to provide us with no compensation. After threatening them with legal action, the first issue was resolved. They said to drop the keys in the ******* if we moved after hours. We vacated the apartment as agreed. They neglected to tell us where this ******* was located and they were closed for Memorial Day weekend. As such, we had no choice but to keep the keys because we had no one to turn them in to. Once they reopened, we contacted them and they said that the ******* was behind a locked door that we didn’t have access to. They then proceeded to charge us for those three days where we were UNABLE to return their keys. They additionally have tried to charge us for replacement of carpet in the entire apartment for $1,200 because of high foot traffic? Two people lived in the apartment for a year. We never had any parties and had guest 3 times in that entire year. They provided no pictures of this supposed “damage”. We did not herd elephants though the apartment; why am I being charged for replacing carpet due to high foot traffic and you provide zero proof of this lie. ********** has been completely unprofessional and has portrayed extremely poor business practices and expect for us to pay for their shady practices. I need ********** to explain how we should’ve returned their keys or reverse their $190 for keeping the keys. I also need them to show proof of damage or reverse the $1200 fee for them wanting new carpet.

  Business Response

  Date: 06/25/2024

  ******, 
  
  Thank you for bringing your concerns to our attention. We look forward to the opportunity to discuss your concerns and come to a mutually agreeable resolution.  A member of our corporate team has reached out to you via email. Please respond at your convenience and we look forward to connecting. 
  
  Best, 
  
  
  Sara H******** | Vice President Property Management
  4901 Hunt Road, Suite 300 
  Cincinnati, Ohio 45242 

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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 lived at two different Hills Properties for almost 4 years. I moved out of their property, *** ******* ** ****** **** on 3/10/24, after two years. They send my my final statement balance which included my refund of deposit, on 3/13/24. They deducted $300 from our refund due to only having 1 year left on the carpets that were not new 2 years ago when we moved in. All is fine I won't argue about that. My concern is I have yet to been refunded, the office can't help, no-one at cooperate is calling me back. It's been over a month and they told me to expect it the first week of April.

  Business Response

  Date: 04/29/2024

  We appreciate you contacting us and allowing us the opportunity to resolve your concern.  Our District Manager, Crystal has been in communication with the former resident regarding the refund check.  We have confirmed that this check was cut on 4/24 and mailed to the forwarding address on file. Please let us know if there is anything else we can do to assist you and we wish you the best of luck in the future!

  Customer Answer

  Date: 05/02/2024

  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. 
  

  The check has arrived and now cashed. For future, I would recommend issuing residents money before it needs to be a BBB complaint! Good riddance Hills Property 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:04/16/2024

  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.

  34 days after move out, instead of a returned security deposit I received an additional bill for carpet that they replaced due to 'pet damage'. This damage was not present when I turned in the keys and no damage was noted during my move out inspection, beyond standard wear & the age of the carpet. The leasing office claims that "once a resident has moved out we are unable to assist with any further inquiries or issues related to their account" and I have not received any response from Hills central billing office. Additionally, I requested they re-evaluate the charges for rent and utilities for the last week of the lease, as the apartment was unlivable. The leasing office scheduled a single-day renovation to occur Feb. 26th, the Monday before move out. During such time we did not have access to the apartment. This was something we were properly made aware of. However, upon returning to the apartment at the scheduled end of renovations at 6pm Feb 26th we found the space unlivable - the toilets had been removed and not re-installed - the sinks were removed and not re-installed - the water to the apartment was turned off - the door to the apartment was left open and without a lock - renovation trash (carpet padding, food wrappers, and others) was left in the apartment that I had to remove We remained without access to toilets and water for DAYS, even though the leasing office was made aware on Monday. Water access was not restored until Thursday Feb 29th and toilets had not yet been reinstalled at the time of key turn-in to the leasing office at 5 pm Feb 29th. When water access was turned on, the sinks were also left improperly installed, leaking water onto the floor. The leasing office was notified during key turn-in of the issues to which they responded "we are aware of the issues, the renovations in that building [9680] have been a shit show". I requested adjustment of rent and utilities, to compensate for uninhabitable conditions from Feb 26- Feb 29.

  Business Response

  Date: 04/24/2024

  ******,
  Thank you for bringing your concerns to our attention. We will be reaching out to Central Billing to request an adjustment for four days of rent. It was necessary to replace your carpet due to the pet odor and urine that was discovered upon lifting the carpet during your move-out inspection, as notated on your move-out form by our maintenance team. 

  
  At your earliest convenience, please reach out to Central Billing using any of the contact information listed below as they will have the adjusted amount owed and can work with you on payment and resolution of the account. Thank you again for allowing us the opportunity to help.

   

  Central Billing Contact Information:

  Phone Number:
  ###-###-####
  
  Mailing Address:
  Central Billing
  ** *** *** ******** ** *****
  
  **************************

• Initial Complaint

  Date:05/07/2023

  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.

  my wife and i have been residents of waterford pl. for going on 5 years. on mar. 6 2023 ********* installed internet service in all of the apt. in our complex. for some reason this has caused problems staying connected to the internet it constantly goes in and out all of the time , after a week of putting up with this and after 3 phone calls to *********, they seny a tech out. he was here for 1 1/2 hr. this did not resolve anything so we tried and gave it another week, this was so frustrating we had another tech come out. he changed the router and said he didn't know what else he could do. after a few more days of frustration we hooked our modem and router back to spectrum. i srongly thing tha we should be able to opt out of this service that we had no choice in getting. it's just no right to have to pay for something we cannot use ,please give us a way of opting out of *********

  Business Response

  Date: 07/25/2023

  Our District Manager, Sarah H***, met with the resident on 7/21 at ********* ***** in person to discuss the issue at hand. She arranged for **** ***** to return to the home on Thursday 7/27. We believe this complaint to be resolved. Thank you!

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 07/26/2023

    for the third time 2 technitions came to our apt. and the problem was not corrected sarah has set up an addional visit from altra fiber on july 27, if the problem is not corrected on this visit  i hope that we would be able to opt out of this service, it has been very frustrating since this we had no choice in this matter, we will be charged 75 dollars a month when our new lease is renewed, i've been very satisfied with the service i'm currently getting and it only costs me 30 dollars a month. we will have to see what happens on the technitions  visit tommorow thank you very much.  ***** *******

• Initial Complaint

  Date:04/24/2023

  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 a resident from March 2020 through March 2023. I moved in during COVID, and it was a unique move-in situation. I moved in the day before the nation-wide shut down. I had to do my walkthrough alone, and return the pages through the overnight drop box. Upon move-in, I had many challenges. I had no hot water for the first 48 hours. within the first 3 weeks, there was a gas leak in my home, and I was told that my unit had previously been part of a block of units that caught fire and had to be redone. While frustrating, these things were all taken care of, and additional courtesy tasks were completed such as: hanging my curtains for me, changing lightbulbs that were too high to reach, running cable for the internet to the upstairs so that I could work from home more reliably. All were done with care and COVID safety in mind. Over the years, the front office was like a revolving door. The front office team in place when I turned in my notice to vacate, though, were the worst that I had experienced. I was sent passive aggressive emails regarding my outdoor electric grill being on my porch, which Hills Properties themselves stated were uncalled for and incorrect. While on the phone with ******* from Hills, I expressed concern about my move out and things being used against me. ******* stated that this would not happen, and she would expressly speak to the ****** team regarding the cables being run and the curtains. During the final walkthrough, my partner refuted the maintenance man's suggestions that a set of blinds had teeth marks on them from one of our small breed dogs. The teeth marks were at a height that would have made my dogs unable to be the culprits. Additionally, the maintenance man stated he would charge for pet stains, however; there were none. We had, in fact, had the carpets shampooed, and neither dog had an accident indoors. Now, Hills is trying to charge me for charges that are fraudulent, and in direct opposition of what they stated.

  Business Response

  Date: 04/25/2023

  Regarding Ms. ****** complaint, our District Manager, ******* ******, had a discussion with her yesterday morning before we were notified of the complaint. They came to a resolution to the charges on the statement as a result of that conversation. Please let us know if this claim can be closed after the satisfactory resolution of the complaint result from that phone conversation.

   

  Thank you,

  Erin T*****

  HILLS Properties

  Business Response

  Date: 05/02/2023

  We are glad to hear that you are satisfied with the resolution regarding your move-out charges. We are working with our billing partner to amend your statement and process a refund as soon as possible. If you have any other questions on your refund status, please reach out to the ****** team o* ******* to receive an update.

  Sincerely,

  HILLS Properties

  
  

  Customer Answer

  Date: 05/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:04/06/2023

  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 am extremely dissatisfied with my experience at ********* Apartments. As a tenant for three years, I always paid my rent on time, but my rent increased by approximately $100 every year. When I moved out, I followed the terms of my contract and continued to pay rent for three months, even though the apartment was unoccupied. Despite this, I received a bill from ********* Apartments months later, demanding that I pay $141 for electricity. I never paid electricity through ********* Apartments, and I had already closed my **** ****** account, yet ********* Apartments insisted that I was responsible for the electricity bill. I attempted to communicate with the leasing office, but their attitude was dismissive, unhelpful, and even rude. The customer service was just as terrible, and they were unable to provide a detailed report of utility usage. When I sent them evidence of my closed utility account, they ignored it. To my horror, ********* Apartments opened a collections account and placed it on my credit report. The communication and billing practices of ********* Apartments are arbitrary, and they have no respect for their tenants. It is appalling that they would charge me without evidence, and this is nothing short of fraud. I strongly recommend against renting from ********* Apartments, and I demand that they remove the collections account from my credit report and provide evidence that I owe them the electricity bill.

  Business Response

  Date: 04/19/2023

  April 18, 2023
  
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  [email protected]
  
  Re: ****** ***
  
  To Whom It May Concern,
  
  We are in receipt of the complaint filed by ** *** on April 6, 2023, regarding the move out charges with HILLS Properties/********* Place. ***** lease contract ended 09/30/2022 and they submitted a proper notice. The apartment keys were returned to the Leasing office on 09/17/2022. Per the lease agreement, a lease holder is responsible for utility costs for the entire lease term or when possession is transferred back to Owner. Possession transferred from *** to HILLS Properties when keys were accepted on 09/17/2022. As *** stated, the **** ****** services were removed from their name prior to the lease end date. The utility costs remained ***** responsibility through 09/17/2022 and have been assessed according to the usage charges passed along by provider **** ****** and recovery fees applied in accordance to the Lease Agreement. The balance due of $141.46 consists of the remaining balance owed for utility recovery charges for the address **** ********* ***** *** ***. These charges are outlined on the attached Resident Moveout Statement and Resident Billing Statement.

  
  The ledger dates listed are from the August bill and service period of 07/30/2022 - 08/26/2022. The total bill of $62.62 and was broken out as $55.39 for Gas and $7.23 for Electric. There is a $50 penalty for each utility that has recovery. Therefore, the electric charge for $9.46 and the fee included makes it $59.46. The Gas charge was $55.39 so with the $50 fee equals $105.39. Fixed rates for Sewer, Water, Trash and Admin fee totaled $19.38. A security deposit of $99.00 was applied as credit, making the account balance $141.46.

  
  According to our records, these charges were explained to *** via email on 10/19/2022 and our office had not received a request for follow up until April 6, 2023. We are sorry to hear that our communication has not meet your expectations and that we weren’t able to clarify your questions at that time.
  We have provided our 3rd party processing company: Central Billing with the attacahed documents as well and they may be contacted to finalize payment at ###-###-#### or [email protected]

  
  The account balance due by ** *** is $141.46.

  Thank you,

  HILLS Properties

  ###-###-####

  
  

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The business's support documents indicates that they suggested me to contact their Central Billing department on 10/24/22. I did and contacted the Central Billing department via phone call and email on 12/272022. However, they were unable to provide me details of the bills but ignored my email. They knew my current address but I never received the bills in the mail or email. This is the first time I saw the billing details from them and they never explained me the charge about "Utility Recovery Charge" of $100 before but simply put a collection account on my credit reports. 

  Thank you.

  
  Regards,
  
  ****** ***
  

  Business Response

  Date: 05/09/2023

  May 8, 2023
  
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  [email protected]
  
  Re: ****** ***
  
  To Whom It May Concern,
  
  We are in receipt of the response from ** *** on April 24, 2023, regarding the move out charges with HILLS Properties/********* Place. Please refer to the Lease Contract signed by ** ***- page 12, section 4 under the Utility and Services Addendum. It is outlined that there may be a $50.00 administrative fee for each utility that has recovery. The total amount charged of $141.46 consists of the following:
  Electric charge for $9.46 + $50.00 recovery fee = $59.46
  Gas charge for $55.39 + $50.00 recover fee = $105.39
  
  We apologize the bills were not shared by Central Billing prior to this communication. We also appreciate ***** settlement payment received in full on April 20, 2023. The account balance is zero.
  
  Thank you,

  
  Sarah H***

  HILLS Properties

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have carefully reviewed the lease contract, specifically Section 42 on page 7, titled "42.DEPOSIT RETURN, SURRENDER, AND ABANDONMENT"

  Firstly, as stated in the lease contract, I provided ********* Apartment with my current forwarding address. However, it has been more than 30 days since the termination of the rental agreement and delivery of possession, and I have not received the required "itemized accounting of any deductions" along with the security deposit refund, as outlined in the lease contract.
  
  Secondly, referencing the "UTILITY AND SERVICES ADDENDUM" Section 4 mentioned by ********* Apartment, it states that I will be responsible for utility charges for the time period I was obligated to pay under the lease, subject to mitigation of damages. However, this section does not mention any recovery fee, and no evidence of the billed utility services has been provided to me. Please find the lease contract attached for your reference.
  
  Thirdly, over the course of 7 months, from September 2022 to April 2023, I have made multiple attempts to obtain the account billing details from ********* Apartment. However, despite having my contact information, no form of communication, including email, mail, phone calls, or text messages, has been initiated by ********* Apartment. Instead, the matter was directly forwarded to a debt collection company, which is concerning as the explanation of "not shared by Central Billing" appears invalid in this context.
  
  Fourthly, due to ********* Apartment's failure to timely provide the requested account billing details despite my repeated efforts, it has resulted in a severe negative impact on my credit score through the actions of the debt collection company. I believe it is unjust for me to bear the consequences of their wrongdoing.
  
  Lastly, it is important to note that my payment of the full amount was not a "settlement" but a precautionary measure taken to prevent further damage to my credit caused by the debt collection company. Additionally, the debt collection company has also failed to provide the requested account billing details. I intend to take appropriate actions under the "Fair Debt Collection Practices Act" to address this issue.
  
  In light of the above concerns, I kindly request your immediate attention to this matter. I urge ********* Apartment to provide the proof that the utility service billed to them and take the necessary steps to rectify the negative impact on my credit score. I appreciate your prompt resolution in this regard.
  
  Thank you for your attention to this matter. I look forward to your timely response.
  
  Regards,
  
  ****** ***