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:08/26/2024

  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.

  After moving out of my unit, I was charged $375 in cleaning fees for my townhome. I lived there for one year and left the unit in immaculate condition. I have time-stamped photographs to prove the unit was left in perfect condition. I even had the unit professionally cleaned for $225. My floors and surfaces and appliances were completely clean and disinfected after almost a week of cleaning. I am currently being threatened with a $375 cleaning bill or risk being sent to collections. The solution is a revised move out statement of $0. Proof is attached below.

• Initial Complaint

  Date:09/01/2023

  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.

  This Apartment complex is for students attending college in the College Station area, at ***** or ***.I would presume that most renters are new and is their 1st time to be living on their own and juggling rent payments and college courses. They state that they are prorating rent for over lease of Aug. 14 and move out on July 30. Then attach multiple fees never mentioned every month. When we received the move out notice bc the lease was ending, they never mentioned any type of final bill etc. Move out day was July 30. & we never received any correspondence about damage to the room our daughter was staying in or the common areas. Then sent a bill on 8/29 with a final move out bill of $791.53 with to be paid immediately. That it would reflect on our credit reports if it wasnt paid. When she moved in Aug. 14 the entire apartment was filthy including the fridge and washer and dryers. The outside was just as disgusting and filthy especially the dumpsters. Every time I went to visit there was broken glass all over the entire parking lot, with the obvious causes broken glass alcoholic empty containers. There is no safety exit if there was a fire and bc both exits were at the front of the unit. While 4 bedrooms were upstairs and in the back of the unit.

  Business Response

  Date: 09/18/2023

  Hi *******,

  I have attached your lease for reference as you review this response. Your full ledger is also available on your Resident Portal if you would like to review it as well. 

  I have addressed your complaints below:

  The Heights does not claim to prorate rent. Per your lease agreement in the "Rent" section of the "Top 10 Things You Need to Know", your rent is split into 12 equal installments. This is a payment structure agreed to by the tenant upon signing their lease.

  Please review your lease and ledger. If there is a fee you believe to be inaccurate, meaning that it was not listed on your lease agreement, please let us know. I have not been able to find a charge that was inaccurate, nor were we made aware of accidental charges during your time at The Heights.

  I apologize that you were not expecting a moveout bill; your final utilities, a standard $45 moveout fee, and any damages incurred are included on a final bill. Some of these were posted prior to moveout and able to be paid; if they were not paid, they were included on your statement. Per your lease agreement, Section 23, your unit is to be left in move-in ready condition. If it is not, you are responsible for paying for damages found in your unit. Sending these out does take time, as we have to inspect all units and perform all work to restore them before sending out a final bill. No specific charges were listed on your complaint; if you would like to dispute a specific charge, we ask that you email ***************************************** Instructions for this dispute were also provided on your moveout statement. 

  Your moveout statement is not due upon receipt. You have 30 days from the day you receive your bill to file a dispute, as listed on your moveout statement. After this, you have an additional 30 days to make your payment, totaling 60 days. Your bill is not due until October 28th.

  In regard to your other complaints - I am unfortunately not able to access the notes on your account prior to March 2022 due to an ownership change of the property that took place at that time. If you were able to file a complaint at the time of your move-in, I hope that our office was able to address it properly. If not, I do sincerely apologize. If no complaint was filed, I hope you are able to understand our limited ability to address issues that we are not made aware of. 

  We appreciate you providing us with this feedback and helping us make The Heights a place that is welcoming for all. I hope that this provided you with some clarity and gave you the resources to reach out about your final bill in the proper avenue if needed.

  Thanks,

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

   

  Customer Answer

  Date: 09/26/2023

  Complaint: 20541024
  
  I am rejecting this response until I get a response from the email I sent disputing charges for damages.

  The business states they sent an email to residents, that they could do repairs with supplies provided by them but we never saw that email. We also never received an itemized statement of damages the business says that happened. Then charging each resident from $500 to $790.00. When there is plenty of pictures of the property being completed intact & only very minor rental properties have to endure. That is a huge profit for this business to charge 4 families a minimum of $500 that is $2000.00 a unit & they have multiple units & properties 

  Business Response

  Date: 10/26/2023

  Hi *******,

  After looking into the email history on your account, it looks like we were able to get this resolved for you via email. Your account is fully paid, and you do not currently owe anything for your past unit. If you have any further questions, please let us know!

  Thanks,

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