ComplaintsforH.M. Heckle & Company, Inc.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These apartments there is always some issue when it comes to maintenance it takes forever. You practically have to harass them to fix something. This particular incident is regarding a broken window from a break-in. This is considered an emergency maintenance. I have contacted the office on Wednesday morning of last week, to resolve this issue they then proceeded to call me on Thursday morning at 10:29 AM stating that maintenance will make its way to fix the window that day. So Thursday Friday Saturday Sunday Monday and now Tuesday is here , there has been no attempt to come fix this window ,this is a safety concern. I contacted them today, Tuesday the 16th. and spoke with somebody in the office. She proceeded to tell me that its a broken window and theres not much they could do I let her know that this is in fact, an emergency maintenance concern, and she agreed, and then proceeded to tell me that the maintenance man was very busy so basically theyre letting me know my safety is not important . This is ridiculous, I have left voicemails for the emergency maintenance line and they have made NO attempt to contact me so therefore I am making this complaint to try to get a resolve

  Business response

  01/18/2023

  H.M. Heckle & Company does not manage this property.  We have not managed this property in at least 10 years.  The current owner/management company is **************.  Therefore this complaint doesn't belong to us.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My A/C unit has been out for almost a month and no word as to when it will be fixed. It is freezing cold I left several VM on the office phone no one reaches out to me to update me on anything. When I do run into the maintenance man on proper all he tells me is he dont know. I am pregnant and also have a son with asthma and severe allergies that cant get over a cold ** it is so cold in the unit

  Business response

  12/20/2022

  We are in receipt of a complaint regarding ****************** at ************ Apartments.  This BBB complaint is the first notice we have been provided that the resident has an issue with their heat.  The last maintenance request we have from this tenant is dated May 8th, 2022.

  We have contacted a sub-contractor, ********************* that will be at the unit today to access the problem and make and / all necessary repairs.  We have communicated this information to ****************** directly so she would know a contractor was coming to her apartment.

  Since we were unware of any issue and a contractor will be at the apartment today, we will consider this matter closed.

  Regards,

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

  Property Manager

  H.M. Heckle and Co., Inc.

  Customer response

  12/20/2022

   
  Complaint: 18609152
  
  I am rejecting this response because: no one has came out to fix anything I e been sitting at home all day. My last maintenance request was on 11/26/2022 on my heat. The maintenance request from *** was made on 5/31/2022 and it was due to air not blowing cool air. Attached is photos of my maintenance request. 
  
  Sincerely,
  
  Jamisia *******

  Business response

  01/04/2023

  Our HVAC contractor was at this resident's apartment on 12/21/22 to get temporary heat.  Contractor has been waiting on new equipment to be delivered, which is scheduled for installation today, 1/4/2023.

  Resident reported "no heat" on 12/26/22 but maintenance reported the unit was working and temperature in apartment was 70 degrees

  New unit is being installed today 1/4/2023.  Resident has been informed of the status and communicated with regarding the installation of new unit.

  Once the new unit is installed, this matter will be considered closed.

  Regards,

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

  **** Heckle and Co., Inc.

  Managing Agent for Weatherstone Apartments

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have issues with the apartment building that I'm living in which is Weatherstone apartment. I have made numerous complaints about the insects and bugs that is surrounding the apartment building. I should not how to do the labor work ouside my apartment building. The interior part of the biulding is horrible. There are spider webs outside my door, water bugs, trash, bee hives, and other insects around my building. I told them many times can they clean up the interior part of the apartment and they just dont care. The rent when up but the services went down. I also put many maintenance request in about the holes in my bathroom wall and it still have not been resolved. Theses people are just collected rent money and they don't give a **** about the people who are living here. I need help to resolved these issues. I pay too much money for this apartment to have outside bugs around my apartment and holes in my bathroom wall.

  Business response

  07/27/2022

  We are in receipt of the complaint from this resident at Weatherstone Apartments.

  The bathroom wall repair is scheduled to be started today, 7/27/22.

  We had a complaint regarding a wasp nest near the entry door and that was completed on 4/29/22.

  We had a complaint regarding a wasp nest, bee hive, and spider webs near the entry door, completed on 4/13/22

  We had a complaint regarding water bugs around the exterior of her door and ask for pest control. This was treated on 3/18/22.  We are scheduling pest control again for the exterior of her apartment.

  Once the bathroom wall repairs are completed, we will consider this matter closed.

  Regards,

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

  Property Manager

  H.M. Heckle and Co., Inc.

  Managing Agent for Weatherstone Apartments

   

   

   

   

  Customer response

  07/27/2022

   
  Complaint: 17618219
  
  I am rejecting this response because:

   

  The issues I have with this apartment complex haven't been resolved. It took for me to report them to BBB for a little action to be resolved. They only paint over the tarnish wall above the shower head. I attached pictures.The outside breeze way was only swept but there need to be cleaning because there are still spider web residue on the stairwell and wall. There are also bee hives nest, wasp nest above threshold and door. I also attached pictures. There needs to be a deep cleaning to removed the beehives nest and wasp nest above the threshold.  This apartment is decaying and becoming unlivable. I must discuss the bugs again. I am waiting to ****************.

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

  Business response

  08/04/2022

  All bathroom repairs and painting have been completed.  Pictures are attached showing completed repairs.
  
  Wasp nest has been removed.  Picture is attached showing it removed.
  
  Copy of pest control invoice showing exterior pest control was completed at tenants building.
  
  We will consider this matter closed and will not respond to further complaint from resident regarding this matter.
  
  If you have any questions, please feel free to contact me at **************

  Customer response

  08/08/2022

   
  Complaint: 17618219
  
   Hello, I'am rejecting this response because everything have not been completed. I have know personal issues towards anyone I just want everything to be resolved. I'm complaing because I feel like they don't care about the apartment complex. I been living here for about 3 years and I never had any issues until the company is under new management. Yes, the bathroom was completed but it took BBB to force this apartment complex to fix the issue instead of them doing it themselves. There are alot of insects nests that is still surrounding the apartment complex that needs to be clean. They should at least clean up the exterior part of the building. I seen countless water bugs enter my apartment from the outside. The exterior part of the building is nasty. There are still Wasp nest, water bugs, spider webs, and other insects nest that is still above my door and is around my door.  I feel like they still need to clean up the exterior part of the building because thats why its easy for bugs to enter the apartment.  Pictures are above and need to be resolved. Thanks!
  
  
  
  *************************

  Business response

  08/26/2022

  To Whom It May ******************** review of this residents complaint, all items have been addressed and completed.  We can't control bugs and insects in an outside environment.  We will not be performing any additional exterior pest control or cleaning.  If the resident has a pest control issue inside her home, then we will schedule the apartment to be treated once the resident provides notice via their resident portal on ******** for pest control service.

  Since we can not seem to satisfy this resident, the resident is welcome to vacate the premises without penalty.  We will need in writing that the resident will be moving and the date they will vacate.  Resident will be responsible to pay rent through the date they vacate.  We will perform a move-out inspection with this resident, collect keys, and return the security deposit by mail once the resident provides a forwarding address.  This offer for the tenant to vacate will expire on Tuesday, August 30th, 2022 at 12p.m. CST.  If the resident fails to inform us of their intention by the outlined deadline date, then offer is withdrawn and no further offers will be extended to this resident.  

  We will no longer respond to any complaints from this resident to the Better Business Bureau.  All residents complaints have been completed.

  Regards,

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

  Property Manager

  H.M. Heckle and Co., Inc.

  Managing Agent for Weatherstone Apartments

   

   

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After several attempts talking to the manager Ms ***** about the leak coming from the ceiling in my kitchen area that has been reported on more than once or twice I still have a horrible smell and leak that needs to be fixed. There is ***** and yellow water which appears to be urine and f**** on my counter where I prepare meals.I can't keep appliances on that side because it's to dangerous. This is on going they send out folks who look at the water marks but never fix the pipes or go in and replace pipes that leak. It's unsanitary and terrible!This has gone on for years. I just got tired of calling or telling people because nobody did anything to help. I am tired of having to fall from the puddle of water in the kitchen that has accumulated while I was laying down. It's so horrible and unnecessary to have to plan around this leak. It's constant and annoying. I showed my neighbors both upstairs and they say they don't have a clue what they can do. It's clearly coming from above me.

  Customer response

  05/14/2022

  See Attachment/File: 34E62550F21C47F9B326BA890110C54E.jpeg

  Business response

  05/16/2022

  To Whom It May ********************* ******************************* completed a work order on Friday, May 13th, 2022 at 11:47 p.m. via his tenant portal and reported the leak in his kitchen ceiling. The email was received this morning during normal business hours. A plumber has already been scheduled to come to the residence to determine the origin of the leak and our maintenance staff will be there tomorrow. We do not understand why a complaint with the Better Business Bureau was filed. We have not been notified of this leak until this morning via his work order sent Friday night.
  
  We would recommend to ******************** in the future that he not complain or discuss a leak with his neighbors, but report to the staff as everyone is instructed to do to receive prompt service and attention. We also have a 24-hour emergency maintenance phone number that can be called if there is a "flood" ** someone's apartment that needs immediate attention.
  
  Consider we just received this work order this morning and vendors scheduled to address the leak in his complaint, we will consider this matter closed.
  
  Regards,
  ***********************************************
  Property Manager
  H.M. Heckle and Co., Inc.
  Managing Agent for Colonial Apartments
  See Attachment/File: work_order_william ********.pdf

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My lease was set to be renewed on Feb. 1st 2022. I did my 60 day notice once corporate finally mailed me my renewal options and turned it in months ago. The closer February came, I was told I could NOT renew my lease without going thru a company called ***** to protect my refundable deposit. I never heard of ***** before so I contacted them and they informed me that this was required for NEW TENANTS only but they claimed corporate would not let me renew without it. So since I was renewing I'd be fine. Well, after completing the ***** deposit I never received my lease and the Ice storm was a blame as well. However, still no lease has been brought to my attention until today which is over two weeks of waiting and constantly calling and emailing them. I'm being told that my lease was delayed because the lady named ***** quit and never told the property manager to complete my lease. Today, I received my lease and it has the wrong dates on it, but the rent price is correct. However, the property manager is telling me that I have no choice to pay that balance, but I never agreed or signed to pay that amount of rent. Also, I'm being told to pay $875 this month and then back to $725 which makes no sense. I never was supposed to pay $800 so I was told from ***** to pay the $725 and I did but after February 7th it put me as a delinquent account. So now I am being told I have to pay the late fees and my rent for next month is not what is on my lease, but I was just told from the property manager that I have to pay the $775 on the portal. Why would I have to pay $775 and I agreed to $725? Now I'm being told that corporate can't assist me and that I have to pay a total of $875 for the month of March. Please make this make sense. I've contacted News Channel 3 as well because this is the third time that they have tried ti wrongfully charge me and I refuse to pay it this time.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/21) */ The resident has signed a new lease at the rate of $725.00 plus $25.00 for RUBS (utilities reimbursements). The property was without power due to the ice storm and phones and internet not working properly once power was restored. We have no record of anything for Ms. ******** at a rate of $875.00 There is nothing that indicates that amount of money. The rate for February is $725.00 + 25.00 for utilities for a total of $750.00. Tenant has paid $725.00 and there was no late charge assessed. Tenant needs to pay balance of Feb2022 in the amount of $25.00. All information is provided on the resident's portal so we do not understand why there is any issue with this resident. The lease dates have to go from March 1, 2022 - February 2023 as the lease was not signed by the tenant until 2/17/2022. There is no way to change those lease dates. Rhino is a new requirement and any security deposit paid previously will either be refunded via check or a rental credit on the tenant's ledger. That should be resolved by the end of this month. We will consider this matter closed since there is nothing to resolve.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident on one of the properties that is an enclosed building with a front and back door that are supposed to be locked to anyone without a key. I have complained and complained about BOTH doors being broken and strangers getting into the building and sleeping in the hallways, urinating in the building, etc. They said they would fix the doors but it has been weeks and still nothing is done. It's not even that hard or costly to replace or fix the storm doors. They simply do not care cause they don't live here.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/01/31) */ This resident did complain about the doors being open in the interior stairwells at Madison Place. The locks on the doors are fully functional and will lock. Residents are leaving the doors propped open so the doors will not close all the way and will not lock. Several notices have been set to residents to keep all doors completely shut so the breezeway doors will be locked and secured. Notices also informed residents if they find anyone in the breezeways that are not residents, they should contact the Memphis Police Department at 901-545-COPS (2677) to remove said parties from the premises. Until the residents cooperate and close the doors completely there is nothing we can do to resolve the situation. If a resident sees another resident intentionally leaving open a breezeway door, then that information should be sent directly to the property manager so we can address that the resident in violation of the property rules. Finally, the property does not have enough funding for cameras to be monitored on the premises. Residents must police themselves and follow the simple rules of closing the breezeway doors. We will consider this matter closed.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with roaches since I moved in May 2021. I thought spray would help but they kept coming. Maintenance sprayed, I sprayed and pest control has come about 6-7 times to my apartment but the pest are still invading my personal space. They have shown up in my bed, stove, tub, walls, doorways and everywhere that you can imagine. The apartment manager has tried to help but it's not resolving the issue. 901 Pest Control came the first few times and advised me that the complex has a few hoarders. I was also advised that the apartment below me had a leak and has been fixed and treated but roaches are still invading my space. I am uncomfortable and spend too much money to live with pests that I did not bring. I am beyond frustrated because my efforts aren't helping and I'm being told I can't break my lease without paying fees. Roaches are disgusting and can cause health problems. These are also baby roaches so an infestation is somewhere in my apartment or who I am attached to. I have developed a phobia and hate to step foot in my apartment. They come through the vents. Please help.

  Business response

  01/05/2022

  Business Response /* (1000, 8, 2021/12/27) */ Tenant's unit has been treated multiple times and continues to be treated monthly. A infestation clean out was done on a unit near tenant's unit. Tenant's apartment continues to be treated and pest control has indicated that no pest control or roach infestation is at this tenant's residence. Tenant will not be released from the lease. Resident may vacate, but will be responsible for rent until lease expires or unit is re-rented and a new tenant takes possession, plus the $250.00 Lease Termination Fee. We will have pest control come again this week and check and treat as needed if any evidence of pests are found. Consumer Response /* (3000, 10, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the response. It feels like I am being called a liar. Just because pest control may not see bugs when they come, I see them. I live there daily. I've seen enough to know it is a problem. I appreciate the help but that complex is gross and lazy. I will not be renewing my lease once it ends in May. This company does not care about the residents and only money. I have developed trauma and can't even be comfortable living in my space. I have no reason to raise a complaint if I'm not concerned. I'm allergic to them but I know it is not a concern of HM Heckle. They only care about the $850 monthly. Thanks but no thanks.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/5/2021 Mr. *****'s lights were turned off by Lakeville Townhomes located at******************* Ct. Memphis TN XXXXX. The office manager told Mr. ***** that Lakeville Townhomes has been paying his MLGW bill since 2017. Mr. ***** has proof ( receipts) that ** has always paid his own MLGW bills on time. The MLGW bill for the month on November isn't due until 11/16/2021. It is at freezing temperatures, and Mr. ***** and his family have no heat or hot water. MLGW does not turn off lights during freezing temperatures. The office manager and secretary showed that they did not care and were not helpful at all in trying to resolve the issues. Mr. ***** would like these issues to resolved immediately.

  Business response

  01/03/2022

  Business Response /* (1000, 7, 2021/11/29) */ All Lakeville Townhome residents must have utilities placed in their name with MLGW. Utilities were in the name of the property and resident had no service with MLGW. Property received a utility bill from MLGW for usage by the resident during their tenancy that was billed to Lakeville Townhomes, when power should have been in the resident's name. Tenant was billed for the usage and paid the bill to MLGW. Tenant paid the usage bill for the time the utility bill was in the property name. Resident was informed the property was ordering a disconnect with MLGW and the resident needed to have utilities placed in their name. It is not the property's responsible to have power in the apartment name for residents. It is the resident's responsibility to have utility service in their name the entire time of tenancy. There is no refund to provide the tenant; therefore no refund will be made. Any questions regarding MLGW billing would need to be directed to MLGW.

*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. ↩