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:01/31/2023

  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.

  Hello, I am *** ******* (the owner of a residential property). The New Heights Management is the property management company against who I am filing this complaint. New Heights told me they will receive a security deposit on my behalf of $3,300 but never did. Instead they gave the tenant an option to opt out and pay $58 per month. it is kind of like a security deposit insurance. I was never advised in writing or orally that if I cancel my contract with the property management company this $58 "insurance" goes away and I am essentially left without a security deposit and no protection. My tenant had to pay the pro-rata share of his first months rent this January of 2023 and was late for 20 days. If a tenant can't pay 50% of the rent I am sure it is expected to be a recurring issue moving forward considering in February they will need to pay the full amount. Thus I asked New Heights to share my tenants application with me and they refuse to do so saying it is a privacy concern. This is my tenant staying in my house, how come they refuse to share this? if social security number is the concern then they can simply redact before sending me the info. I believe they are hiding how poorly they "vetted" the tenant and simply tried to bring someone in quickly to start charging me the fees. They signed the lease on my behalf that I never had a chance to review. This is a legal binding document and poorly written. It additionally has amendments that make the lease even weaker for the landlord. Before I seek the legal route I kindly ask them to 1. reimburse me for the $3,300 security deposit since they did not collect this and also never advised me that the $58 "insurance" goes away, I will stay unprotected and without a security deposit once I terminate the contract with the property management company. And my second request is to share my tenants application. I am the owner of the property and they have no rights to withheld information about my tenant.

  Business Response

  Date: 02/02/2023

  February 2, 2023

  My name is Shannon Rae D********, and I am the Operations Manager for New Heights Property Management.

  It is standard practice when speaking with a potential owner client, to send our Management Agreement and Owner Handbook so that prospective owners interested in our services can review everything initially and then have typically many conversations with our Business Development Representative to answer questions and get a clear picture of our policies and fees. This original correspondence was on 10/6/22. Attachment 1. I have also included the attachments that were sent to her in this email (total of 2-4 were sent but I cannot upload those as only 5 files are allowed).

  There were multiple emails exchanged and phone calls between the Business Development Representative and *** *******. That is a prospective clients opportunity to ask any questions. During those calls our goal is to ensure that the owner is making a decision that works best for their needs. During multiple conversations, Ani was told that we might not be the best fit for her and she was given the names of other companies to contact. This was even stated in email correspondence from November 29th, 2022. Attachment 4. 

  By December 5th, 2022, Ani had agreed to move forward with New Heights. All documents require the owner to review and sign. This is the final opportunity to ask questions and understand our practices before signing documents. If an owner releases us from management, there is verbiage as it pertains to the Security Deposit Replacement Program in the Owner Handbook that Ani signed, on pages 3-4. (see below) Ani has the right to request a deposit from the tenants if she so choses. 

  Security Deposit Replacement: New Heights Property Management is excited to offer a solution that
  complies with impending legislation for security deposit alternatives. This program provides even more
  protection for our landlords for potential damages and it reduces the upfront cost of a prospective tenants
  move-in expense. We believe we are being proactive on what will be mandatory legislation in the future.
  Approved applicants may pay a standard deposit or select a replacement option policy. The policy does not
  relieve the tenant from their obligation to reimburse the owner for damages incurred during the
  occupancy. The tenant is legally responsible and will be charged for any damages at the end of their
  tenancy. In the event that the relationship between the property owner and the management company
  terminates, the owner per the terms of the lease may request that the tenant pay the actual security
  deposit. We have increased the required security deposit limits and offer more protection for the landlord
  owner. The standard deposit is calculated as one and a half times the current monthly rent. Example- a
  $1500.00 per month rental amount would be increased (1.5) to $2,250.00. The tenant would have an
  option of paying the $2,250.00 up front at the time of move-in or they could pay a monthly charge to
  purchase a waiver of upfront security deposit. It is the choice of the prospective tenant. These monthly
  fees range from $30.00- $64.00 based on rental rate. We have found that properties offering a security
  deposit option lease faster.

  In regards to pro rated rent, this is fairly standard practice in the industry. First months rent is due when the lease is signed. If the tenant moves in mid month, we charge pro rated rent for that short month, the following month after that tenant moves in to the property. The same practices required for all applicants was done during the process of approving these applicants. There was a situation that occurred right after move in with the HVAC system.  It was a serious matter that needed immediate attention for the safety of the tenant. It could be possible tenants are withholding rent due to this matter. We would not know this information as we do not manage the property any longer. As for sharing the application, it is standard practice due to the Fair Credit Reporting Act. We cannot share personal information obtained during the application process that resulted in pulling the credit/criminal background checks. A copy of the lease is available at any time, we typically redact the tenants name. However, the lease is not available for an owner to make adjustments to terms. This would have all been discussed during the onboarding process.

  Shannon Rae D********
  Operations Manager
  New Heights Property Management
  843-419-7238
  *****************@newheightspm.com
  Office Hours Monday-Friday 9-5pm

   

   

   

   

  Business Response

  Date: 02/03/2023

  Good afternoon,

  Our rental criteria for all applicants is listed on our website for all to see. I have listed those criteria below:

  New Heights Property Management Tenant Application
  
  Thank you for your interest in a rental property! If you have any questions concerning the application process please contact our office at 843.883-6130  (fax also), Monday - Friday 9:00 a.m. - 5:00 p.m., and we would be happy to assist you! 
  For REDUCED move in costs, talk to us about our Security Deposit Replacement Program! 
  Please note the following important information: 
  
  - The application fee is $75.00 per adult applicant. All individuals over the age of 18 MUST fill out a separate application if they will be living in the property. APPLICATION FEES ARE NON-REFUNDABLE. Sorry, no paper applications will be accepted, but a computer is available in our office to process electronically.  
  - All leases must be dated to start no later than 10 days of the lease draft date if the property is available, or no later than 7 days from the availability date if the property is not currently available. 
  - New Heights Property Management REQUIRES PROOF OF RENTERS INSURANCE BEFORE MOVE IN. Each lease will be enrolled in our Resident Benefit Package for $39.00 per month. This package can include renters insurance. 
  - If your application is approved and you sign a Lease to occupy the property there is a $300.00 Lease Administration/Inspection Fee due at lease signing. Each lease will be enrolled in a mandatory Resident Benefit Program for an additional cost each month based on your insurance selection. All move in funds must be paid with certified check or money order.
  - Applicants must personally view the property (including the interior) and agree to accept the property in As-Is Condition.  No consideration will be given to cosmetic concerns raised after submission of an application. 
  -If an applicant has been evicted by a landlord in the last 7 years or owes money to a previous landlord, is currently in the process of filing bankruptcy, has filed bankruptcy or foreclosure in the last 3 years or has an open bankruptcy, your application may be rejected. Gross income must be 3 times the rent and a minimum of  570+ credit score.   We cannot pre-qualify any applicant. These are general criteria.
  ATTENTION! Do you have the following prepared or completed? The application is NOT complete until all the documents have been received. 
  - Applications for everyone over the age of 18, and any emancipated minors 
  - Copies of Drivers License(s) or government issued photo identification card for all adult applicants must be attached to your application.
  - Proof of income for all applicants must be attached to your application, showing 3 times the rent in gross income. Employment will be verified. This may include, but is not limited to:
               - Two most recent pay stubs
               - Military LES
               - Letter on company letterhead stating monthly income
               - OR Current bank statement (no screenshot) with applicants name showing at least 6 times the monthly rental rate as the current balance in the account
               - OR Self-employed applicants must submit previous years filed tax return for income verification.
  - All applicants must complete a pet screening regardless if you have a pet or not.  Your application will not be considered if you have not completed this step.      https://***************************** 
  Note: Incomplete/inaccurate applications will not be considered until all information has been received.  Please make sure you have answered all questions on the application.
  
  The applicants application was processed in the same manner as any other applicant due to Fair Housing. We verified the income with appropriate pay-stubs. The tenant was required to pay the first months rent within 48 hours of the application approval and they did. As a landlord, regardless of if you manage your own property or if you hire a management company, there are no guarantees a tenant can pay rent. Anything can happen at anytime that could cause anyone to not be able to pay rent or a mortgage. If we managed the property still, we would be calling, texting, emailing etc. in order to obtain rent on behalf of our client. Since we do not manage the property any longer, we cannot speak to the situation that is occurring with the tenant. 

  As stated previously, the landlord can request a copy of the lease prior to execution or after it is executed, however, we do not change any of our legally binding documents to suit an owner or a tenant. This was shared with Ani when she tried to alter the management agreement. If Ani wanted to see the lease and asked for it prior to the tenant signing, it would have been sent to her. We send sample leases out every day for potential owner clients to review. Again, it would NOT be altered to her specifications.

  All of the documents the tenant signed have been provided to Ani upon her release of management. I have attached the Security Deposit Addendum that the tenant signed that is in her possession. The very last paragraph that is underlined states that the tenant is aware if the Property Management contract is terminated, the property owner may require them to post a deposit. Ani may collect a deposit from the tenant if that is what she elects to do.

  I have reached out to Showmojo, the company we purchase the smartlocks from, so that they can reach out to Ani. This is the first I have heard that proper instructions were not received. We keep copies of all email correspondence and the how to email was sent 12/28/22. 

  Shannon Rae D********
  Operations Manager
  New Heights Property Management
  843-419-7238
  *****************@newheightspm.com
  Office Hours Monday-Friday 9-5pm

   

   

   

   

   

   

   

   

   

  
  
  

  Customer Answer

  Date: 02/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: they keep not addressing the major issues and write back a long irrelevant response. Despite if they’d alter the lease or not I should of reviewed before they signed. I asked for a copy they said they will provide but did not. Shannon attached an owners handbook where they mentioned that after 5th of each month the rent will be considered due and late payment penalties will apply. Yet in the lease they signed on my behalf says after 15th of each month. If they’d simply provide me a copy of the lease we would of caught this mistake the property management has. I keep bringing facts that are in black and white and they say everything to avoid responsibility. What happened to fiduciary responsibility? 

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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 husband and I were advised or rental requirements, met all of them. We make more than 5x the rental price and the requirement is only 3x. We have never had any negative issues with renting, credit, bankruptcy, etc. When we went to view the property we were met with a realtor that was encouraging us to apply to purchase. We made it clear we did not want to. We applied for a property and received a denial without justification. I contacted the office for and explanation and a return of the $120 because as of yet we still have not received either.

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/08/02) */ Good afternoon, The rental criteria for the properties available for rent with New Heights Property Management can be found online at our website. www.newheightspm.com Applicant clicks on the link Apply Online The criteria (attached in this response) outline that application fees are non-refundable. Within the criteria, there is also specific information on the types of reasons an application could be rejected. Once we have all of the required documentation and information, we process the applications. If an application is rejected, the applicant will receive an email stating this fact and a Notice of Adverse Action letter is included. In this letter, the applicant is informed that they may get a copy of their credit report to find the information as it pertains to the outcome. This information was provided to the applicant. On the letter, there is a phone number for Equifax. We do suggest that the applicant get a copy of the report to determine the reason for the outcome. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rental criteria that was attached, we meet EVERY single one. Our income is close to 10x the requirement, we meet the credit scores and have never had evictions or bankruptcy. Further the report that we received back detailed out credit card balances and instead was indicative of a mortgage application. Either this company is attempting to use rental information to sell the properties as they discussed at the showing or are just scamming people for the application fees. Please issue the refund. Business Response /* (4000, 11, 2022/08/09) */ Good afternoon, We are not able to provide information on this platform as to why an application was rejected as that is private information for the applicant. Getting a copy of the credit report is best course of action. We have provided the Adverse Action letter which states how to get that copy. New Heights Property Management does not sell properties. We utilize the services of licensed sales agents that show our rental properties for a fee if the customer should rent. Consumer Response /* (4200, 13, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not addressed the issue. None of these items were recvd, the manager never returned my phone call and the refund was not issued. I will initialize dispute on tomorrow. Business Response /* (4000, 15, 2022/08/10) */ Good afternoon, New Heights Property Management does not refund application fees as noted in our first response which included the rental criteria as it appears on our website. I have answered all questions regarding this matter as best I could on this platform. As Operations Manager, I would be happy to contact the applicant to advise what specifically was on the credit report, however if there is something on the credit report that is not accurate, the applicant will need to work directly with the credit agency as we would have nothing to do with any negative information that was reported. Not accepting our response to these complaints, will not change the outcome of the decision. ******* *** ********* Operations Manager New Heights Property Management