Complaints

This profile includes complaints for Aspen Heights's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aspen Heights

  1301 S Capital Of Texas Hwy Austin, TX 78746-6574

• 

  Aspen Heights

  12839 Berthoud Ln San Antonio, TX 78249

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:12/18/2023

  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.

  My daughter moved out of Aspen in May 2023. We paid her rent and utilities until the end of her lease, July 2023. She cleaned the entire apartment, We never received a bill. Then in November 2023, we received a collection notice for $150.00 for cleaning and repairs. The bathroom was charged a fee of ***** with zero evidence of anything that needed to be cleaned. We were also charged for Kitchen cleaning *****; the picture sent was not my daughter's unit.

  Business Response

  Date: 12/19/2023

  On behalf of Aspen Heights ******, a final statement was sent to the tenant and guarantor email addresses on file on August 22, 2023, and the system sent the account balance to collections on November 1, 2023. After the onsite team sent the final statement to the tenant on August 22, 2023, the balance could've been disputed with the property and adjusted. The onsite team received an email on November 22, 2023, from Southern Management ************** of a dispute letter from the tenant stating the balance was not theirs and that the tenant paid rent in full every month. The onsite team responded with images and a breakdown of the charges and never received a counter-response from the Southern Management on behalf of the tenant. The onsite team has taken another review of the photos from the move-out inspection, and the $50 charge for paint in the common area shall remain as the contracted vendor completed a full paint due to the LED light strips damaging the paint. The cleaning charge for the common area will be adjusted to $30, as the oven needed a deep cleaning and the refrigerator also needed cleaning. All charges for the common area were split equally among all tenants in the unit. The onsite team will remove the cleaning charge of $40 for the bathroom. With the adjustments to your final balance, the tenant's new total due will be $80.

  Customer Answer

  Date: 12/19/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/05/2023

  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.

  I have a number of negative experiences about this place but the one issue I really have with Aspen Heights was the move out process. Upon moving out, I was told I would be responsible for the paint and carpet removal of a unit that hadnt been renovated or cleaned in 4 years and now it was supposed to come out of my pocket. Upon moving out, I was sent a $700 itemized bill of everything I owed to Aspen Heights. Move out costs do not include wear and tear and maintenance on the unit. I am only supposed to be charged to damages that I caused to the unit and my bedroom. This $700 bill has been reported to my credit as a 4 THOUSAND dollar debt that I owe to Aspen Heights. Living here has absolutely ruined my life. I have tried disputing this charge with the credit bureaus since I have moved out. I am not able to live anywhere or take out any lines of credit because I have this false amount of debt on my credit report. I have all of the proof of the damages I have supposedly caused and they are all minor issues that definitely shouldnt cost $4000.I was also supposedly summoned to appear in court over this except I was never ever served. It is clear that they delivered this elsewhere and had someone else sign in my place so I had no idea of this court date, causing me to not show up so the judge could rule in YOUR favor.And conveniently there is no corporate email or anything I can contact to get this matter resolved. Live ANYWHERE but here, it has quite literally ruined my credit and my quality of life

  Business Response

  Date: 05/17/2023

  ******, we will need your full name and the location of the property. Without this information, we are unable to look into your situation.

   

  Thank you

  Customer Answer

  Date: 05/17/2023

  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.
  
  Regards,
  
  ********

  Customer Answer

  Date: 05/17/2023

  Complaint: 20021614
  
  *********************

  This complaint is referring to my past due balance at ******************

  **********, **

  Regards,
  
  *********************

  Business Response

  Date: 07/06/2023

  ******, after reviewing your account and the notes on file from the property, we can confirm that the balance on your account is the damage charges and remaining rent owed for your lease term through July 2019.  The County Clerk awarded possession of your unit back to Aspen Heights, but based on your lease agreement, that does not dissolve the property's right to accelerate the unpaid balance of rent for the term remaining, therefore you were still responsible for the remainder of rent for the term.  While we are unable to remove these charges from your account, we do recommend that you work with the collection agency for any possible remedies to move forward.  The debt and any disputes are now in their hands, and they would be able to work with you on a payment agreement or settlement if applicable.  Thank you.

  Customer Answer

  Date: 07/06/2023

  Complaint: 20021614
  
  I am rejecting this response because:

   

  Are you forgetting the part where I mentioned that the cause of damages were not from me? Or the part where I was never served to appear in court So I never got the chance to defend myself in court? I had to move into a unit that hadnt been repainted, carpet replaced, etc. in FOUR years. I had to move into this unit because my roommates in my first unit were making my home a hostile environment. I complained of feeling unsafe in my NEW because I was living with a heroin addict and because one day the police CAME TO MY HOUSE to investigate a drug trafficking scheme that was going on with a neighbor of mine. I dropped out of COLLEGE because of HOW BAD my living situation was. I tried to reason and explain with the office staff about these damages that were there before I moved in and not a single person was useful in helping me.

   

  On top of all of this I was blamed by the property manager (*************** believe) for my unsatisfactory experience living at Aspen Heights but you people dont care. Youd rather ruin an 18 year olds credit and wash your hands of it because you all benefit financially. So because I couldnt afford to pay a $700 damages fee, I was evicted in the middle of the school year and forced to them pay FOUR THOUSAND DOLLARS for damages and the remaining balance of rent on my lease and you people know you wait to slap people with this debt after signing another lease for another year. I guess F*** the fact that I now have an eviction on my record because I had to move units due to one hostile environment, and then being forced to live in another and management not doing a single thing about removing the dangerous people from my home.

   

  If you people can make money ruining someone elses life, you will do it without thinking twice and for that I think you all are pathetic and worthless people.

  Regards,
  
  *********************

• Initial Complaint

  Date:08/09/2022

  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.

  Hello, beginning on 7/27 I received notice from Aspen heights Towson Resident portal that a new roommate was moving into 1109A, the bedroom next door. I have currently been an Aspen resident for over one year and my recent roommate and her subletter moved out on 7/31 upon their lease commencing. Three days later I received a call and text from an unknown number, to which I did not receive any notice from Aspen Heights, stating that she was my new roommate. I contacted the office regarding this to seek clarification and they stated they moved the initial roommate to another unit and placed a new one named Jazmine into 1109A in her place. Upon social media exchange I found that the new roommate could not have been a match into the unit as I found that she is a marijuana smoker, a dog owner, a free lance business owner who takes clients in her home, and is very social all of which are not the preferences / non negotiable of any current and former roommate or tenant of 1109. I was told by Aspen representative ***** at 11 am on 7/30 that the matter was being looked into and that new tenant will most likely be relocated, I was then instructed by Aspen representative ***** to no longer respond as the issue would be addressed by Aspen. Upon several more calls and texts from the student I sent an email to Aspen stating my history of anxiety and sensitivity to pet dander. My Emails and calls were then ignored and upon sharing the situation with my parents it was determined that this was unacceptable and a risk to my future, safety,and mental health for this student to move in. Upon looking further into the matter it had became clear that Aspen may have made a mistake placing this new tenant as this unit is no pets, no smoking, no socializing/frequent house guests. I sent another email after my calls and e-mails from both my parents and my mom had been ignored by Aspen. I was then told by Aspen that they admitted that they had made a system error. *** ******** ***** 

  Customer Answer

  Date: 08/22/2022

  Better Business Bureau:
   

  Thank you so much for reaching out regarding this matter. At this time, my rental company has resolved the matter. 

  Regards,
  

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