Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been living here for 14 years. Right now my rent is $274. But I have a Sect 8 voucher which entitles me to pay $151 a month. The documentation has been provided to the office. I cannot contact anyone in the office to verify they have updated their records to reflect I will be paying $151 a month beginning 6.1.24. It is very difficult to reach anyone in the office. 

  Business response

  05/23/2024

  Dear BBB,

  I contacted ******* ****** and I assured her that we are 100% compliant with the Housing Assistance Payment Program. We ensure that there are no delays in implementing rent updates for Section 8 tenants like herself, as dictated by CMHA. Her new rent portion is confirmed at $151, effective June 1, 2024.

  Please feel free to contact us if you have any questions.

  Best,

  Michelle

   

  
  

   

   

  Customer response

  01/09/2025

  BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint.  BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.  

  
  

  We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties. 

   

  BBB took a complaint over the phone. Below is voice to text voicemail description. See Attached voice to text voicemail description

  
  Hi, my name is ******* ******. My case number is ********. My phone number is ************. And I'm here to make a complaint against my apartment landlords. I feel like they are 100% not caring about their tenants. They are moving just any old body over here. There are drug dealers. They are very loud with their music. They have pit bulls around here, and I'm very afraid of pit bulls. almost had my two little chihuahuas taken away from me by pit bulls and they are always not on time with paying people's rent and taking people's rent and they hire maintenance people they like to steal people's money in their apartments or go into their apartments without their permission and not caring and I am very having a fear of living here. I've been living here for 16 years and never had experience, none of that, until the managers that are working there now. My revolution is they need to get rid of people that have pit bulls and that are drug dealers, look at their background really, really good before they decide to let them live here and get rid of people who has loud music coming into the apartment complex. If you have any questions, please get back with me at ************. My address is *********************, apartment B as in boy. Thank you.

  Business response

  01/13/2025

  To the Better Business Bureau regarding Complaint ID ********
  

  Thank you for bringing Ms. ******* ******* concerns to our attention. We take tenant feedback seriously and strive to address all issues promptly and effectively to ensure a safe and comfortable living environment for our residents.

  
  Regarding Ms. ******** complaint, I would like to provide the following context:

  
  Allegations of Unauthorized Entry: On Friday, November 3rd, Ms. ****** visited our office to express concern about a maintenance technician, ****** entering her unit. The entry was necessary due to repeated alerts from her water meter indicating a possible leak. Since Ms. ******* water usage is covered through Section 8 assistance, she would not receive a water bill to identify a potential issue herself. Preventing water damage and avoiding unnecessary costs are priorities for property management, and all entries into units are conducted in accordance with lease agreements and notification policies.

  
  Concerns About Rent Payments: On Wednesday, November 8th, Ms. ****** returned to the office to provide documentation from CGI confirming her rent payment. We discovered that her payment had not yet been applied to her account, which understandably caused her frustration. This matter was resolved promptly upon review.
  Claims of Unsafe Conditions: Ms. ****** has not previously raised concerns with our office regarding drug activity, loud music, or other safety issues. These claims were not mentioned during her visits on either November 3rd or November 8th. While a resident was reported to have a pit bull two weeks ago, the issue was addressed immediately, and the dog was removed from the premises.

  
  Response to Concerns: Our maintenance team, including ****** is vetted and professional, and any claims of misconduct are taken seriously. Additionally, *******, another member of our staff who resides near Ms. ******, monitors the area closely and has not reported any of the concerns she mentions. We encourage Ms. ****** to report any issues directly to management so they can be investigated and resolved promptly.
  

  We value Ms. ******* long-term residency and are committed to ensuring her continued comfort and safety. We will follow up with her directly to address her concerns and remind her of the appropriate channels for reporting any future issues.

  
  Thank you for facilitating this matter, and please feel free to reach out if additional information is required.
  

  Sincerely,

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

  Corporate Office

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I moved in, I received a move in check sheet, and they fixed the items. Then I had an issue with bugs, that they fixed. Now I have an issue with a kitchen drawer. I had split the utensils between two drawers. They came out and said it was off the track, but couldn't. They came out 2 more times, but couldn't fix it. The third time, I called and said this drawer is off, and I have all the pieces. It is loose and falling off. So, I called the property manager but she dleted the repair request, adn she deleted it again. I called to ask why it was deleted, and the property manager said the drawer was my fault and it would cost $50 for repairs.  

  Business response

  08/16/2023

  We appreciate the opportunity to address the concerns raised by our valued tenant through the Better Business Bureau, and we would like to provide a comprehensive response to the matter at hand.
  
  Regarding the issue of the cabinet shelf damage, we would like to clarify that our records indicate that we have not charged the tenant $50 or any other amount for the previous instances of cabinet shelf damage, as shown in the attached tenant ledger. We understand the importance of maintaining open and transparent communication with our tenants, and we apologize for any confusion or misunderstanding that may have arisen in this regard.
  
  However, it is crucial to highlight that we have observed multiple instances of cabinet shelf breakage within the tenant's rental unit. Following these incidents, our maintenance team conducted a thorough inspection to identify the root cause of the recurring damage. Our findings revealed that the cabinet was consistently overloaded, placing undue stress on its structure. This practice not only compromises the integrity of the cabinet but also poses potential safety hazards for the property and our fellow tenants.
  
  In light of these observations, we communicated with the tenant to address the situation moving forward. We explained our concern regarding the overloading of the cabinet and emphasized the importance of proper usage of all fixtures within the property. As part of our commitment to maintaining the safety and well-being of our tenants, we informed the tenant that, effective immediately, we will need to implement the appropriate charges for any future instances of cabinet shelf damage that can be directly attributed to overloading.
  
  It is important to note that by the 4th time that the tenant broke the cabinet, we have informed her to stop overloading the cabinet and that we will charge her if she breaks it again. Yet, we fixed it 4 more times so that is a total threshold of 8 instances of breakage before implementing the charge.  We believe that this approach is both fair and reasonable, as it encourages responsible use of the property while ensuring that the rental community remains well-maintained for the benefit of all residents.
  
  We highly value our tenant relationships and are dedicated to fostering a positive and safe living environment for everyone. We remain committed to addressing our tenant's concerns and providing them with the highest level of service possible.
  
  If the tenant has any further inquiries or wishes to discuss this matter in more detail, we encourage them to reach out to our dedicated tenant support team. We are here to assist and address any questions they may have.
  
  Once again, we sincerely appreciate the Better Business Bureau's role in facilitating this communication, and we remain committed to upholding the principles of fair and ethical business practices.
  
  Thank you for your understanding and assistance in resolving this matter.
  
  Sincerely,

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

  Corporate Communications

  Horizons Asset Management

• Initial Complaint

  11/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented from an apartment complex owned by this company. I broke my lease early but before doing so I spoke with the manager of that complex and was told I would be charged every month UNTIL someone else moved in. I got a final bill showing charges for rent until next year, but they have already re-rented the unit I moved out of. After getting that bill I reviewed the lease CONTRACT which states by OHIO LAW I would be liable for rest of term OR until someone else moved in. Also, in Ohio I’m very sure anything after 5 years is considered normal wear and tear (No holes or burns in the carpet) they lied about my move in date on the paperwork they filed. I did live there just over 5 years and their paperwork shows 4 and charged me for carpet replacement. Upon move out date they send a final bill warning you that you have 15 days to call them directly with any concerns to the balance…my move out bill was PRINTED on 10/19 (not to mention waiting on it to arrive in the mail) and I moved out by 9/30… they actually HANDWROTE 9/30 on that paper too.. it’s laughable. CHECK YOUR CONTRACTS with these people and don’t let them scam you. I am getting ready to take them to court over this as they are reporting inaccurate information on my credit report and sent me to collections with an inaccurate balance. I’ve attached pictures of my very first lease (original paper copy) showing I moved in in 2017 where as their reports show 2018. The final bill showing rent charges until next month as well as printing the paperwork and sending it to me AFTER my 15 day window before getting sent to collections. Also a screenshot of my recent lease I have downloaded to my phone, showing where it clearly states under Ohio law charged UNTIL SOMEONE ELSE MOVED IN.

  Business response

  12/02/2022

  We had just revised the sdr for the new move in and removed rent for when the new resident moved in. As far as the carpet, we did charge originallly for shampoo and then replacement which she was credited for the shampoo. 
  
  As far as when she received the sdr, we of course have 30-days from move out, which the sdr was mailed out on the 20th of October and she moved out 9/30 we we are within the time frame allotted. 
  
  Her final balance is $696.75 as shown in the ledger attached to this response. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have put in several maintenance request for our window in our bedroom to be fix. There is black mold growing and it leaks when it rains. We also put in a request for our door to be fixed but now we have to lock it to get it to stay shut or it just opens by itself. The last thing is we were not given notice for our car to be towed and they towed it.

  Business response

  07/01/2022

  Per phone call, ******** stated that there are no active work orders for this consumer.  If you need a work order, you may access your tenant portal (you are currently paying your rent through this portal and have had access since Oct. of 2021) and submit work requests.  The consumer was alerted to her vehicle being parked illegally prior to the tow via text message for the property manager.  There will be no reimbursement for any cost of the tow since the consumer was in violation of parking policy.  We consider this complaint closed.

*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. ↩