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:07/26/2023

  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 was a resident of Pinnacle Ridge Apartments, managed by ******************* from 7/24/21 - 7/23/23. I provided a 60+ day written notice, and my $210 deposit wasn't returned. The staff said they had no record of my deposit from the previous management company, **********************. In fact, they had no record of anything for me. I brought in my bank statement showing the $210 charge to Pinnacle Ridge on 6/14/21, per the property manager, and the staff was unwilling to look at it or listen to anything I said. They just kept saying it could've been a pet deposit or a rent charge. I said I didn't have a pet and was told not to get angry or we'd be done talking. I asked why a tenant would pay partial rent more than a month in advance and was told that was just an example given, and they couldn't return it if they didn't know what it was for. Again, they weren't even willing to look at the statement. I called ********************** on 7/19/23, per the staff's advice, to try and get my deposit back, and the phone was a recorded line. I left a message and haven't received a return call. I was told I wouldn't be charged for apartment cleaning because it was done well, but I was charged $50 for carpet cleaning. I took pictures the day I cleaned and have proof the carpet didn't need cleaning. There were no stains, it was vacuumed and fluffy, normal wear for living there 2 years. I paid the $50 because I didn't want them to be sent to collections, which they threatened would be done if payment wasn't made within 2 weeks. They informed me they deducted $89 as a "courtesy" for being unable to return the $210. Again, they were unable because they were unwilling to hear me and look at my bank statement. I wasn't removed from the ActiveBuilding app until 2 days after move out, and I emailed the staff because I had a past due balance of $140. They assured me I had a $0 balance, but it was extremely unprofessional and worrisome to see a balance when I was no longer a tenant.

  Customer Answer

  Date: 07/26/2023

  I had uploaded this email, but it wasn't in the case.

  Customer Answer

  Date: 07/26/2023

  I had uploaded this email, but it wasn't in the case.

  Customer Answer

  Date: 07/26/2023

  I had uploaded this picture this morning, but it didn't upload.

  Customer Answer

  Date: 07/26/2023

  I had uploaded this picture this morning, but it didn't upload.

  Customer Answer

  Date: 07/26/2023

  I had uploaded this previously, but it didn't attach.

  Customer Answer

  Date: 07/26/2023

  This didn't upload from this morning.

  Customer Answer

  Date: 07/26/2023

  This photo hadn't uploaded from this morning.

• Initial Complaint

  Date:07/19/2023

  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 been experiencing a ***** problem. This has gone on for months now and I don't live a life that commands roaches! The apt complex has come into the apt without my knowledge to "take pics". It seems they are concerned with protocols instead of being me out of an unsanitary apt. I am killing roaches in the refrigerator! I have emails from months back of me ending their former employee about the roaches. Nothing is working and the complex won't allow me to move into another unit. They had another unit available when the previous employee was here because she said so but it was never offered to move into the free unit. The former employee advised me they wouldn't cooperate and they haven't. Management has walked my apt and told me it's not dirty enough for roaches. I have been going on and on for months about this issue and it is disgusting to have to live like this. All they can tell me is they week send out pest control. That's not fixing the issue. They came and walked my apt today and I killed a huge ***** that morning at 4:30 am. They walked my apt at 9:30 am and I left the ***** there for them to see. I suppose I will take pics of every ***** I kill now for evidence.. please understand how that alone grosses me out. I would like the complex to first be courteous and reply back. Then, next case scenario is being allowed to move into another until and my loving expenses be reduced for my rent. Me moving isn't my fault and I ahldnt have to pay extra fees because the complex has a ***** problem. The complex has come into my apt without me being here a d I'm really afraid that they will try and retaliate against me and use some technical rule in the lease to evict me. On top of the ***** issue I'm afraid of the complex. Whwn they walked the unit today a maintenance man came and knocked on my door "aggressively" He then came in with an attitude and cld have escalated the issue. I did not appreciate his behavior on top of what I'm dealing with.

• Initial Complaint

  Date:11/08/2022

  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 put in a application at this property. It was denied based off of inaccurate information received from screening company. After reaching out I was advised to provide documentation showing this information was incorrect. So I did so. After I provided I did not hear back after two wks which prompted me to reach out to corporate as moving day was 2 wks away. Corporate lady ***** assisted me via phone, however seemed really annoyed that I was reaching out. She then proceeded to tell me based off of the pre screen they could not take a further look into the documentation i provided to approve the application and it was a immediate no. Again she seemed annoyed w me. I personally feel she denied me based off of her current mood rather then what was actually right. She stated they could not look into my documents I went out of my way for because I was asked to prove the info was inaccurate and that the manager did not have the ultimate decision as I was previously informed. And proceeded to deny my application based off of inaccurate information rather than taking a further look. Also I have a friend at the property that also has a *********** and was approved, and was given the decency of having them look further and ultimately have them make an exception. All I want is the same decency and what is fair how can they make an exception for someone else and tell me flat out no.

• Initial Complaint

  Date:11/02/2022

  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 first tried to get one apartment and received a quote. I got up to pay for that application online and didn't see where I could upload my paystubs. I called the office and left a voice mail stating this. I was not contacted in 2 days and on the 2nd day I checked the floor plans and the apt I was trying to get was gone. I advised them that I was trying to get that apt but no one called me back. I then tried to get a studio apt and then paid all the fees for an apt. The application was pending and then I was told there was a 250 fee I needed to pay - it was from an old apt I had. I vldnt pay that fee until a day or 2 later. When I asked if I was approved after paying the office cldnt tell me. They stated the manager was out of the office on that Friday but wld contact me on that following Monday. I was contacted until Wed of that week and advised I had to pay an extra 200 admin fee. However the email I got said 1000. Once I got the recommendation of the misleading email I advised them I would call back. ******* stated they needed an answer by today at 5pm. I advised I would call before then. I started calling at 11AM amd up until 2:40 and nobody will answer the phone or emails. I have called them 10 times to make sure I don't lose the admin fees I've paid already. If I don't get the apt, I lose the money over paid. I even went up to the office to speak to someone to make sure I don't lose money and they office is closed. They sign on the front door says "welcome" but the doors are locked. You can't email them, you can't call them and you can't go into the office. How are you supposed to talk to someone? This is unprofessional. All I want to do is get the apt but I can't even talk to anybody, this just isn't right.

• Initial Complaint

  Date:08/25/2022

  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.

  August 28, 2021 I moved in a different co. mgmt same maintenance person today. My apartment had grease on stove grease on micro still today cabinets rotted and bathroom mirror and sink broken, floors coming up and bugs and roaches coming from broken cabinets and broken base boards. The closet doors and door front is off doesnt lock and it got stuck a few weeks ago I could not get out they over charge and never call you back and say they call you when they do not it is after dates of grace and they lie and you turn in a work order and the maintence guy closes it as it was done. They retaliate by towing your car and they charged me a month and prorated then next closed the lease before the date I actually moved from last lease they charge for trash and the company never comes and have charge after charge that is not valid they not charging correctly they are rude and and unprofessional and they all are stealing money. I believe the IRS needs to come to this place. They are crooks and when I moved in the tub had black mold that is still there and mold in disposal. The maintenance guy said to me that beer was for humans that is discriminating and he came when code came in November 23, 2021 and was talking like he was in charge of the whole place. Then I got feces water and they took about 2 weeks of lying and closing orders when nothing was done and my car towed and the leasing person calling me a B and then now the same the people are unprofessional and very what you call ghetto and I work in housing for the City of Fort Worth and they are doing leases illegally wrong and a attorney even said they are doing illegal work. They are stealing it is called theft of services. Office Manager and Leasing and Assistance and Maintenance are crooks. The maintenance lied to fire department in March or April 2021 in a storm that the gate broke in the storm it was broken already.