Complaints

This profile includes complaints for Highmark Residential (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Highmark Residential (Corporate Office)

  5429 Lyndon B Johnson Fwy STE 800 Dallas, TX 75240-2657

• 

  Woodland Lakes Apartments

  4320 Dell Road Lansing, MI 48911

• 

  Overlook At Valley Ridge

  610 N. East Street Indianapolis, IN 46202

• 

  Summerwood On Towne Line

  2520 Summer Drive Indianapolis, IN 46268

• 

  Maple Brook Apartments

  11507 Maple Brook Dr Louisville, KY 40241

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:01/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 lived in the apartment complex for seven years. My original move out date was Oct 2024, however, my house was ready so I was on a month to month paying $1450. I moved out the apartment on January 4th, however they lied and said I moved out on the 10th. They also charged me for whats considered normal wear and tear for the years Ive been there. Charging $133 for every blind in the rooms, charging me for a pet deposit that Ive already paid because otherwise, I wouldnt have had my pet on the premises. The total amount of charges was added up to almost $1700, which is way over the original rent amount of $1450. I do not agree to any of it because its untruthful and its sad how they try to get over tenants just to put extra money in their pockets. All I ask is for honesty and fairness or I have no choice to take them to court.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 moved into this apartment in the middle of June. The bathtub was supposedly resealed but it was flaking and peeling. I was told that it would be resealed. It took 4 months of reporting it before they finally said they would do it. I was told that they would be to my apartment on Monday October 28th but no one showed up. Then I was told that they would be there on Tuesday October 29th and once again no one came to do the job. For the resealing job I was told that there would be toxic fumes and my pet and myself would need to be out for at least 5 hours. On Wednesday October 30th they came into my apartment with no notification to me and did the reseal on my bathtub with my dog still in the apartment. He was exposed to he toxic chemicals and I had no idea until I got home. They locked my dog in a bedroom for 8 hours with no water and being exposed to the hazardous chemicals and I had no idea. Afterwards they basically told me "tough". After not being able to use my shower for 2 days I realized the reseal was not done properly. I went to the apartment management and provided them with pictures and asked to be properly notified if anybody was to enter my apartment as is stated on my lease instead of them entering with no notice and no authorization and they told me I would have to speak to their lawyers before they would give me any notice.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Earlier today, me and my boyfriend, who reside at the Estate on ***********, were awoken today by a knock at our door by ****, a maintenance worker at the complex, and 2 fire inspectors. As we were scrambling to get dressed, he started unlocking our door and barging into our apartment, saying that an email had been sent only 24 hours prior to all residents about a smoke detector inspection. When I confronted him about how wildly inappropriate it was for him to barge in without our consent or acknowledgment, he then replied with "well I have all the keys so I'm allowed to enter whenever I want". The total disregard and disrespect for the safety and privacy of the residents was absolutely flooring. I understand as renters there is an expectation for the property owners to what they need to do to care for their property, but violating the trust of their residents like this is deplorable and puts all parties at risk for massive liability lawsuits. It puts property management employees at risk for injury if the resident owns a protective dog, and it puts residents at risk for theft and assault by workers with bad intentions. Additionally, only giving a prior day's notice for needing to enter someone's residence is not sufficient enough notice. How would we have been able to prepare if we were out of town? What if our dog was there by herself and decided to attack out of defense?Not to mention how easy it is to enforce things like routine maintenance with tenants in a respectful and non-intrusive manner. You can do things like charge a non-compliance fee or threaten eviction before entering people's homes unannounced and without their consent. Despite what laws or contracts say, this is just about respect and decency for your tenants. No one wants to live somewhere where they fear getting attacked, stolen from or having their privacy violated because their landlord refuses to treat them with dignity and respect.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Back in July i had to leave my apartment due to molding all in my living room daughter room my hall way and the smell is outrageous here it is September still not back in my apartment and mold is still in my apartment the knocked the wall down where the molding was real bad and have fans running this is the 3rd I had this issue but never this bad and long I contacted the office and nothing all they had done was have a company come out and tear the walls down where the mold was at and put these big a** fans in my apartment I asked the office since this is not my fault would they pay at for my power bill and they told me no i dont think thats fair cause they are running the fans and Im not even in my apartment havent been since July and its September I just want them to prorate me for July August and September and pay for my power bill they ran it up to ****** since and thats not right at all fans been running and no work has been done except knocking the walls down my whole apartment smells real bad and my household things are damaged and when i mentioned it to the office they said its not my fault and problem now the turned my power off today for not paying it Im so hot heated and fed up with where I live Im just ready to move at this point oh and no i wasnt even offered another apartment unit or hotel or nothing and I just had a baby and have a daughter and I have asthma myself I had to find some where to stay Im literally about to just call the news station and the health department if corporate office doesnt do anything all I want is for July August and September rent to be prorated and for them to pay my power bill if not all at least half thats it

• Initial Complaint

  Date:09/10/2024

  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 was a resident at *********************, which Highmark residential is managing over they are violating fair housing, laws as well as not providing me a receipt for the final charges and money orders that has been given to which is paid in full this is hindering me from getting a new place and I have made the property fully aware of that but yet still I have still not received a ledger stating a zero balance in which I I do not have a balance. The property manager seems to be getting a kick out of this and making it very personal and intentional, me and my children are homeless due to this situation not due to the property, not receiving their money or the walk-through or extra fees or damages to the apartment apartment the apartment has been walked and cleared and my final balance receipt should say zero but instead it still says 1300 waiting for the property manager to correct it. It has been three days and no corrections have been done.

  Business Response

  Date: 09/26/2024

  Ms. ****** tenancy was terminated when her employment with Highmark Residential ended on 8/20/2024. A notice of lease termination was served and a demand for keys to apartment 116 effective 8/31/2024 was made, as outlined in the associate lease addendum executed when Ms. ****** moved onto the property. Ms. ****** held over possession of the apartment for 6 additional days, vacating on 9/6/2024. Upon move out a final walk through was completed and charges were applied for housekeeping, pet stains in the carpet and ******************* property- parking permit and pool pass,that was not returned at move out. The final balance owed to ******************* after all charges and payments were applied was $225.42, as of 9/10/2024. A copy of her final ledger and move out statement was provided by email to Ms. ****** on 9/10/2024. Email correspondence is attached. I believe you will find that this timeframe for processing the move out, determining final charges and providing a copy of the charges to the former resident acceptable. In addition to the email sent communicating the balance due, a reply disputing the charges and requesting the backup was received from Ms. ******* A response to her dispute along with the corresponding lease addendums and move out pictures associated with the charges applied was provided to Ms. ****** on 9/11/2024. Ms. ****** then returned the pool pass and parking permit to the office on 9/11/2024. With receipt of these 2 items $100.00 was deducted from her balance, the revised balance due as of 9/11/2024 was $125.42. Ms. ****** paid via money order,$125.25 on 9/11/2024, leaving an unpaid balance of $0.17. Payment was immediately applied to her account and a  copy of her ledger was handed to Ms. ****** before she departed the office. There have been no further correspondence or communication with Ms. ******* nor have we recieved any request for rental history from any future housing in which she claims to have applied for. Please note the copy of the ledger Ms. ****** attached to her complaint is dated 7/1/2024 reflecting a $0.00 balance does not reflect the charges associated with her apartment for August and September rent, final move out charges or payment made on the account after July 2024. Please also note,the copies of payments provided with Ms. ****** complaint have been applied to her account and have been accounted for when considering the balance that is currently due.

• Initial Complaint

  Date:08/12/2024

  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.

  I rent at ************** in ***************, ********- Ive lived in apartments & communal living for over a decade, Ive NEVER had so many issues with an office purposely ignoring ****************** complaints! Not only did they refuse to help on any REAL level when our upstairs neighbor flooded our apartment on Christmas (tenant doesnt carry mandatory renters insurance so we ate cost of $300 electric bill for 2 months while 5 fans ran constantly with open walls and lost priceless ************ heirlooms)! Our upstairs neighbors are insanely obnoxious pretty much every *********** either pounding, running, screaming, etc. theyve damaged our property causing our apt to shake from whatever theyre doing. This has been happening for about a year -we were told to start calling patrol, which we did (I wasnt wanting to because we were hoping office would handle it-but of course they cant be bothered)! Anyway, we have called patrol at least 4 or 5 ****************************** still doesnt make neighbors adhere to rules. We know this behavior can be stopped because after we call, it calms down for a day or two before starting up again. Theres at least 20 documented complaints just from ******** other neighbors have also complained! The solution the apartment proposed is that we (lived here 4 years & never bother anyone, we actually clean up our community often & even help strays get spayed/ neutered & homes)- Im disabled & treating cancer-their solution was for ME to transfer apartments rather than solving the ACTUAL problem. Wed essentially have to come up with the money as if wed walked in off the street. Its disgusting, lazy behavior so I definitely cannot wait to get out of here! DO NOT RECOMMEND! 0/5

  Business Response

  Date: 10/01/2024

  Hello,
  
  ****** was offered the ability to terminate her lease agreement, in addition to transferring to a second floor which would allow her to be on the top level- mitigating upstairs neighbor noise, since that was the primary reason for her frustrations. These were offered to her as a solution since her experience was unique to her. The upstairs neighbors have been spoken to by the office and we have not had any complaints from surrounding apartments for noise. We have not seen any proof of things shaking from ****** that she reported in her statement, as there has never been a case during the day we were made aware of and could then investigate in real time.  We have done our best to mitigate noise complaints with ****** and her neighbors. We have let her know to call our patrol company if it is after hours as we are not here, and they are able to help. This issue with the noise from the unit above is not specific to the current resident, as there have been issues in the past for noise from the above unit with other residents who have leased that specific unit the noise is typical apartment living noise. ****** has denied both of the options given to her for moving.
  
  For the ***** ****** reported, that was rectified. We encourage all residents carry renters insurance for all cases concerning personal items due to unforeseeable circumstances that arise. Through insurance, residents can receive reimbursements for costs seen, which we have explained to ******. The at fault unit did have insurance coverage, so the claim they did not, and that is what impacted Talonas inability to get her cost covered, is inaccurate. We are not at liberty to discuss other residents information with her, so she does not know what the details have included.
  
  The below reviews have been left by ****** and family and shows they have enjoyed time here.
  
  On 11/09/2020 her daughter left a review stating  I have to say, our first months here were not enjoyable in the slightest, but since very noisy neighbors moved from above **,our experience has been getting much better. The apartments themselves are great.
  On 12/19/2021, ****** left a review stating, Pretty quiet, lots of patrol watching neighborhood & I appreciate that! Nice community, we have some great neighbors. Love the dog park, we get to enjoy pups even though we dont have one!
  On 05/27/2022, ****** left another review stating, Great place to live, fairly quiet, close to everything! Theres definitely an issue with people racing through the parking lot (literal racing side by side at high speeds) but there is a decent police presence which is appreciated.
  
  We want everyone to have an enjoyable living environment and understand apartment style living.

• Initial Complaint

  Date:07/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to file a formal complaint against Foxwood Luxury Apartments in *******, **. I moved out and ended my lease early on July 6th, 2024. Upon receiving my final statement, I was charged for heavy carpet staining.I spoke with leasing agent *****, who claimed maintenance found stains under the carpet. I informed her I do not own pets and left the apartment clean and vacuumed. I also contacted ******, the ******************* Director, explaining that the stains might be from the previous tenant, as I had seen charges and damages listed for them before I moved in.****** responded that the carpet was replaced after the previous tenant moved out on 09/27/2022. She stated that I was charged a prorated amount for carpet replacement based on remaining carpet life. She also mentioned that no pet charges were applied as none were listed on my lease.I am requesting a full refund of my deposit due to the following reasons:I am requesting a full refund of my deposit for the following reasons:1.I have my original lease agreement from Foxwood Apartments, and according to bullet point 45 under the heading When Moving Out, it states that the apartment must be thoroughly cleaned, which I ensured.2.Bullet point 46 mentions a move-out inspection with one of their representatives, which I did not receive.3.Bullet point 47 discusses security deposit deductions and other charges. It specifies that deductions will be made for damage to the premises. There was no damage when I left the apartment.The lease should have a clear definition of damage to the premises and should explicitly state that the carpet will be stripped to check for stains on the pad underneath. Although ******* claims that the carpet was replaced prior to my moving in, I do not find this to be accurate based on my observations.I kindly request that this matter be investigated and that I be provided with a full refund of my deposit.

• Initial Complaint

  Date:06/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  The first of June 2024 I recieve notice of rent increase. Discommute falls under the affordable housing, which means there's no subsidies. But they are getting a hefty tax break from the government. It is mid-lease. This is the second rent increase this lease as well at the increase at lease signing . No one else had notices on their doors so i asked around. No increase but me. *** lived here 5 years and have no complaints from neighbors. I have seen other neighbors add and completely change residential composition and not a thing happened. I already live below poverty level. i have a child, and we are full time students. it was 110 yestetday. This is morally ethically, and hopefully legally wrong. Do better hi, mark *** ******** the manager. I wrote to the company several times and didn't get the single response. I will attach the proof with the lease later.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 stayed at ****************** for a few years. Each year Ive had to transfer apartments due to noise complaints, harassment, and unsanitary conditions. When I initially signed my application it was supposed to be for a top floor apartment to my surprise it was a 3rd floor instead of 4th floor unit that was rented out to me. My neighbors were the absolute worst! The would have parties past quiet hours and act surprised when security showed up. Thankfully I was able to move to a 4th floor where everything was great but I guess a new neighbor under us (me and my pet). The neighbor complained from the time we woke up until the time we went to bed. He would run up the stairs and threaten me telling me to shut up or else and that I shouldnt be allowed to stay in the complex because of my race. The neighbor was also close friends with the corporate office manager so it came to a point where I made the decision to be moved from my 4th floor apartment to a bottom floor because I understood that the floors are thin and he could be hearing anything in my apartment. Since moving to the first floor oh yea instead of a first floor they moved me to a 2nd floor apartment where I am now dealing with a 60lb dog running across the floors at 3am waking me out of my sleep and the dog peeing on my patio. This was brought to the front office I was told that they couldnt do anything about the dog peeing on the patio which leaks on my items I pay for. When I asked to be transferred to a top floor or even another unit I was told no because I had late payments on my account. Life happened along with pay decrease and then a new job was sustained so things are looking great financially in my end now but its very frustrating to know that the complex is not willing to Have the member move to another unit preferably the bottom or have me moved to the requested unit. Its not fair because even though *** had lates as the property manager has stated I always come through so why punish me

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 company owes me a refund check from my security deposit, that was cut on 5/13/24 in the amount of $255.38. I emailed ***********************(accounts payable) and ***********************(Vice President of Operations) on 5/20/2024, requesting a stop payment on the check and to resend it to my new address location at *****************************************************, but I haven't received any type of response from the Company.

  Customer Answer

  Date: 06/03/2024

  Did this business ever respond?