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:02/13/2025

  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.

  Now I see that this property goes through this a lot I'm guessing my best bet would be to take them to court and demand more than just my $1675 back. What a Very UNPROFESSIONAL COMPANY. I filled out my application with Lakeview estates with a Move in date on 1/17/25 it took these people 2 weeks to get the application done I have never known of a company that takes 2 weeks to finish an Application for move in. I was told my Application was approved but instead of the 17th I will be moving in on the 25th. But still had to pay 300 + the first month rent for February I said that makes no sense to pay for 1 week left in January then pay the full first month rent. So I explained to them I will move in on the 6th because that's what I when I will get my next paycheck. Yes I was told to pay via E-Money order and not the Residential Portal but the Residential Portal showed me the Prorated amount vs what she told me to pay so I started to do my own calculations. When coming in on the 6th to move in with everything Paid ($175 Deposit, $600 Risk Fee , $900 + $286) = $1765. When trying to move in the Property Manager ****** told me that my payment was not sent to them it was sent to the third party payment group which was their resident portal. She told me to get the full $1186 back from my bank but I could not dispute it because it was cash app. So I was told to called their Residential portal after speaking to them they called ****** and asked her why wouldn't she want to take the payment she told them that they don't take the payment that way because it will be sent back as a Fraudulent check and I will have to move out in 24hrs. So after telling them I couldn't get it back we pushed my date back to Feb 10th. I was told no prorated amount will be given because it's their policy. I then asked to see that policy but was told because of me asking my Application would be Canceled and Refunded. I am now waiting for my $1675 refund and now asking to see how I will get my payment.

  Customer Answer

  Date: 02/14/2025

  In this Photo I sent a Report to the *** about my refund here you can see the Property Manager make a False accusation claiming to not have seen the person on the Application or the Identification. But she never asked for Identification when I visited Feb 6th she was to worried about the Money being sent the wrong way. I ****** ***** , My Daughter and my Grandson were in the office at the time you can roll back their cameras. She tried to say my application was fraudulent which is a Lie she has all the proper documentation not to mention she APPROVED the Application if it was Fraud why didn't you claim that before Approving my Application. She stated she spoke to me and said I had no Knowledge of the Application another Lie again I was well aware of the application which I just called and confirmed with her that the statement she made to the *** was false and personally spoke to her as well as to when I would get my money she claimed she couldn't get on the phone. But Apparently my funds will be sent out in a Check STILL NO DOCUMENTATION OF WHERE MY MONEY WILL BE SENT OR IF IT WAS ACTUALLY RETURNED. I NEED FULL DOCUMENTATION OF WHERE IS MY MONEY 

  Business Response

  Date: 02/26/2025

  As of 2/24/25 *************** Account Disposition has been processed and a check will will be forthcoming to the forwarding address provided by her.

  My apologies for any inconvenience this process has caused Ms. ************ However, our policy is a 30 day refund policy after all funds have cleared our bank and have been verified.  I have done my best to expedite her refund timely.

  Customer Answer

  Date: 02/26/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/10/2024

  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.

  The property manager at Lakeview Estates has retaliated against me for filing a formal complaint with HAA. She is refusing to lease another unit to me, which I cannot force her to but has taken it a step further and refused my reletting fee after Ive done everything my lease agreement states I need to do in order to be let out of my lease. I've contacted the HR Manager, ******, for Protea and she has responded with an unfounded reason for allowing this behavior without even speaking to me. 2 individuals who are paid to represent Protea have collectively violated the terms of the lease agreement.

  Business Response

  Date: 09/11/2024

  Please rest assured that no act of retaliation has taken place at The Lakeview Estates.

  Ms. ******* visited with the community manager requesting a transfer on 8/15/24.  At that time, Ms. ******* was offered 2 units in the size she requested a transfer to which were unit #*** and unit #*** both of which she declined.  Therefore, she gave notice and paid a reletting fee of $1,221.45 on 8/23/24.  In further discussion with the community manager, Ms. ******* wanted unit #*** which couldn't be made ready in time for the date Ms. ******* chose for move-in.  Being that Ms. ******* was still contemplating a transfer, the community manager refunded Ms. ********* reletting fee of $1,221.45 on 8/23/24 to her rental account.

  It should be noted that transfer can  only take place if a unit is ready for move-in by a chosen move-in date.

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because:   This information is completely inaccurate. The business has not verified any of this information with me and are simply repeating information received from the property manager who ONLY REFUNDED MY RELETTING FEE BECAUSE I FILED A COMPLAINT with HAA. I am being retaliated against. The only unit that was agreed upon was 453. 553 was never spoke about and the property manager advised me not to move into 316 because of a neighboring tenant. 8/15 was not the first time I spoke with the property manager about a transfer which is why she was willing to accept a deposit fee and provide deposit information on another unit, because I had satisfied the 60days required to submit a reletting fee and paid the reletting fee. There is no way a property manager would discuss terms for a new lease agreement with a tenant that is actively in a lease. I paid my reletting fee and gave 60day notice, why are we now refusing to abide by the terms of the lease? 

  Business Response

  Date: 09/17/2024

  Again, I must make it clear that there is absolutely no form of retaliation on behalf of the property manager or Lakeview Estates.

  I apologize if Ms. ******* feels we have not accommodated her needs.  I ask that Ms. ******* clearly state what her needs  are at this time.  I will do my best to accommodate her provided we have another unit that meets her approval and can be available at this time. Or, if she wishes to continue with a 60 day notice to vacate given that we can provide a unit that is ready for an immediate transfer.

  Customer Answer

  Date: 09/17/2024

  I am rejecting this response because:  Again I will state, there was absolutely retaliation from the Property Manager at Lakeview Estates managed by Protea real estate. I filed a complaint against the property initially to ***, 8 min later the Property Manager called me stating "I received your little complaints, Im calling to tell you that Im refunding your reletting fee and canceling your application." Retaliation! I never asked to be refunded for anything, paid movers, and transferred my utilities, this decision was made by the property manager because I chose to complain. Then she validated the behavior by sending an email 20min after I filed a complaint to confirm what she had done. This is information that I provided directly to Protea real estate by email so Im not sure why anyone is pretending that there was no retaliation when there is documented retaliation. In addition I have emailed documentation to verify that the Property Manager at Lakeview Estates told the HR Representative from Protea Real Estate that I had transferred on the property 3 times, which led to the HR representative's  decision to deny my request to transfer, however I have lived in 2 units and transferred once. Retaliation. If the number of times I had transferred was an issue, why accept my deposit on a new unit? Why not bring up the alleged transfers until I complain to HAA, call your office repeatedly, drive 3hours 36 min to your corporate office, email, leave a ****** review, and contact BBB? 

  I have repeatedly stated, I am defenseless to your decision not to rent another unit to me, but the refusal to honor the section of the lease agreement that states I can be let out of the lease is opposite of the terms. Had I done anything opposite of the terms of the lease, Protea Real Estate would have had me in court 30 days ago. Ive given 60day notice and I paid the reletting fee. I will clearly state, I want to be let out of the lease. I no longer want to be transferred, I wont do business with a company that treats tenants this way. I want to be reimbursed for the month that I was forced to remain on the property because I followed every guideline the lease agreement outlines for reletting and would not have continued living here had the property manager not refused to accept the payment. You can take your reletting fee from that amount. I simply remained here because I was not going to be forced to break my lease and ruin my rental history. I want to be assured the Management and staff at Lakeview Estates will not continue the retaliation by reporting false information when I do apply for alternative housing as we all know my rental verification will have to come from here as Ive lived here the past 2 years. 

• Initial Complaint

  Date:08/20/2024

  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.

  The property manager of this community when I did a move out, she received a check from a nonprofit organization that paid my rent, and that put me at completion for where my lease ended. She then took the check and still put on my credit that I owed a balance in damages, and which that was incorrect I have all the pictures from my move out with the date showing that nothing was wrong with my unit she made up charges and being tried to put it on my credit. I never received any notice of phone calls prior to this incident that anything was wrong with my unit and I had spoken to her the day that I moved out and she stated that everything was fine so now all of a sudden, six months later I have fraudulent charges that was added to my Credit

  Business Response

  Date: 09/11/2024

  Good Morning,

  Ms. ******** charges were related to the condition of her unit upon vacating.  I have attached a final account statement (FAS) along with pictures of how her unit was left.  Please review.

  *. ****

• Initial Complaint

  Date:03/08/2024

  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 initially filled out my rental application for Lakeview Apts on 02/19/2024. I was consistently out on hold for excessive hold times exceeding 30 minutes each time I called to check the status. Finally on 02/22/2024 I was told to put a deposit down of $250.00. Which I paid under the impression I was approved. There was no signed agreement regarding this deposit. The next day I called to follow up and advise payment had been made. The staff Agent assisting me, *************************** stated her Manager would review and call me back. The Manager, ********************************* never called me back. I tried calling and was placed on hold for over 30 minutes each time. After several days of this I was advised they were still verifying my income. After days of this going on, on the 26th of February I was told I was approved, however, needed a ********** And was informed I had to go through there Co-****** company and could obtain my own. I was not provided any documents of this being legal or their company rules. I had to pay $399 initial fee to their cosign company plus $1739.10 for a risk fee, and $174 monthly for 12 months. During this time I spent over $1500 in hotel fees waiting on my approval, so I was forced to move forward with their application or loose my deposit of $250 and $399 Cosign fee. My move in date was scheduled for 03/01/24, however, I was not able to sign lease or move in until 03/06/24. I was not pro-rated for those days. When I walked in the apartment it was not move in condition. I have attached pictures of the conditions and made the office aware and nothing has been done. I am requesting reimbursement for the pro-rated move in and the cleaning supplies I had to purchase to be able to live in these conditions. Also, I would like a copy of their policy where it says I cannot obtain my own Cosigner. So that I may pursue this further.

  Business Response

  Date: 03/15/2024

  Good Morning,

  On Thursday March 14,  2024.  I, along with the Community Manager and the Lead Maintenance Man of Lakeview Apartments met with and walked ****************** unit with her.  We all agreed to resolve any problems ************** was having with her unit until she is satisfied.  ************** was appreciative of the visit and is looking forward our agreement .  Please visit with ************** for her feedback.

  Sincerely,

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

• Initial Complaint

  Date:08/02/2023

  Type:Order 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.

  My apartments left a notice to renew on May 1, 2023 on my door. I was out of town that week and when I returned and found the letter, I thought no way they would leave the renewal notice exactly 60 days out from the end of my lease. So I was thinking that my move out date was July 30th and not June 30th. So when I signed my move out papers in the middle of May I wrote down July 30th thinking that I was right on time or even early for the 60 day notice. I always pay rent early, so on June 25th and I noticed extra charges for month to month fees and the higher rent (reason why I moved after 3 years). I was told that because I wrote July 30th down on the move out paperwork that it couldnt be changed and I had to pay the higher rent, month to month fees and extend the renters insurance for an extra month. It was a huge inconvenience for me financially. Could have been avoided had they gave enough notice that my 60 day notice was coming up. Even when I wrote down July 30th and not June 30th the assistant manager never stopped to ask me are you sure because that isnt your lease end date? On top of that *** had to deal with managers walking in my apartment without notice. I even had the manager of the complex leave rude voicemails because she couldnt get inside of my apartment. You can see in the pictures that I emailed her when I thought there was a mistake and she never responded to my email but called me and threatened me through email. Its been a month and she still has yet to respond to me and the assistant manager always says that shes not there. And I just moved out so and I took pictures and videos of everything because I believe they will try to keep my deposit without good reason.

  Business Response

  Date: 08/08/2023

  Dear ****************,

  Unfortunately, we must follow the same guidelines with all of our residents which is a 60 day renewal notice.  If a renewal does not take place, the resident is brought up to market rent on a month to month basis  with a premium charge for staying until they either decide to renew or move. If their rent  payment is late then all applicable fees are included as necessary. It is the responsibility of the resident to keep up with their own lease dates.  We feel by giving a 60 day renewal notice you had ample time to review your lease dates. I will be glad to look into your deposit refund for you tomorrow and let you know what your final account statement entails. 

  With reference to your other complaints about the portable air conditioning unit, our property is loaned out for a short period of time.   It needs to be returned to us after use or we will need have to make arrangements to get it back.  It is equipment that belongs to the Lakeview Estates and cannot remain in your possession.  

  Last, I apologize if there was any miscommunication during your move out process.  

  Most Sincerely,

  *********************, SVP

  Protea Real Estate

  Customer Answer

  Date: 08/10/2023

  I am rejecting this response because:   I provided proof that you left a note on my door exactly 60 days before my move date. So you expected me to go the same day the note was left which is outrages. You didnt even give me 24 hours to provide the move out notice. As a manager of multiple complexs you would think yall could at least give residents ***** hour notice to either renew or send in a move out letter. Its clear that yall are just money hungry. I live there for 3 years and always paid my rent early, never had any complaints but yall have been my worst living experience! Yall always find a way to make it the residents fault and never take accountability for all the wrong yall have done. 
  

   

  Secondly, the way your manager addressed me through email and phone was unprofessional period. Once again, there was no notice that yall needed the unit back. Literally just tried to get into my apartment (while I wasnt home) and then tried to charge me $300 for it like I was trying to steal it. Im a professional. Theres a system for everything and yall need better management. Theres no way I should be listening to a voicemail like that from my property manager and if you honestly believe the way she addressed me was okay, you are apart of the problem as well. 
  

  Ill be sure to share my story to yelp, ******* and other apartment websites so others wont have to deal with so much unprofessionalism. 

  Business Response

  Date: 09/06/2023

  Good Afternoon ****************,

  Once again, I must state that all residents are treated equally.  You received a 60 day notice to renew your lease just as everyone else does.  It is not our responsibility to keep up with our residents travel plans unless they choose to include us.  At that point, we note it in their resident file.

  Most Sincerely,

  *********************, SVP

  Protea Real Estate

• Initial Complaint

  Date:07/11/2023

  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.

  Hello this is just a follow up email to the calls that started on June 30th. My wife began calling the property on June 30th due to air conditioner not working and I was appalled at the response that she received from the property manager *****. Not is she only 2 month post-partum but a work from home employee and mother of my 3 year old and 2 month old sons. Weve been at this property for 2 years paying rent through all the transitions and change of management. We work hard to provide for our family and this was unacceptable. The professionalism, disrespect, and blatant disregard for my childrens lives was so unethical and uncalled for. Not only is the heat dangerous for our childrens health but ours as well. I took pictures and videos of the temperature inside almost matching the temperatures outside. Being a property manager is just not a 8-5 a day but a career 365 days a year 24/7. I was told that maintenance doesnt respond at night due to insurance reasons. My wife was hung up on, my wife and I was disregarded and disrespected and we will not tolerate it. The maintenance stated he had fixed the issue and wasnt coming back. The issue was never resolved. He had only turned the thermostat up to 73. In ***** it is mandatory the landlords fix anything that puts the tenants physical health or safety in danger when rent is being paid. It has already been 3 days on Monday and Ive had to move my children to my parents. ****** was a great help. She tried her best to resolve the issue with limited resources from ***** but wasnt able to succeed. This is my final appeal before escalating this to the ************** and obtaining an attorney.

  Business Response

  Date: 08/09/2023

  Dear ****************,

  I just got off the telephone with ***************** to verify that your air conditioning is cooling and that your unit is comfortable.  ***************** confirmed that the unit is cool and that she and your children are fine.  I somehow feel that this complaint is delayed since we spoke on July 7th and your problem had already been resolved.  Again, please feel free to call me anytime you need service and I will gladly assist you.  

  Most Sincerely,

  *********************, SVP

  Protea Real Estate

  Business Response

  Date: 08/11/2023

  Dear ****************,

  I just got off the telephone with ***************** to verify that your air conditioning is cooling and that your unit is comfortable.  ***************** confirmed that the unit is cool and that she and your children are fine.  I somehow feel that this complaint is delayed since we spoke on July 7th and your problem had already been resolved.  Again, please feel free to call me anytime you need service and I will gladly assist you.  

  Most Sincerely,

  *********************, SVP

  Protea Real Estate

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  During the COVID "shutdown" of 2020, my fiancé was furloughed and laid off. We legally were approved for a CDC Memoratorium (We have proof, we signed 09/01/20) and we provided the apartments "An intent to move" form, (We have proof, signed for 10/30/20) which they requested and acknowledged. After that we were harrassed by the Leasing Office and they put a BIG, RED sign on the front of our garage that say "Guess who's moving? You are!" They placed a landlord debt of a little over $2000 on my credit report and its hurting my chances to rent, again and it is a vindictive move. I want this debt taken off of my credit, immediately.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 7, 2022/09/28) */ : The complaint does not reference the name of the apartment community. The name however did appear in an old data base for ********. If this is a complaint re: ********, please see below. This info was emailed to ****** **** on 6/27/20. The apartment community ******** located at ***************, *******, Texas ***** was a community we managed before it was sold on November 28th, 2018. The owners who purchased the property did not retain ****** ***** Group, Inc. therefore, not only did the ownership change; the management company changed as of that date as well. With this change, ****** ***** Group, Inc. is no longer affiliated with ******** Apartments. The management company who took over after the sale was Protea Real Estate located at ************* ****************, ******, Texas *****. The phone number is **************. The controller for the company is Patricia ******** ************************ and the supervisor who oversees the property is Jennifer ********************************** Please note, this situation occurred previously and from email correspondence on 7/30/2020 ****** **** was supposed to update the data files. Business Response /* (1000, 12, 2022/10/06) */ Unfortunately, we are unable to review or respond to this inquiry because we are not able to locate a ******* ***** in our system at ******** Apartments. Please remove this from our business profile as the request is inaccurate. Consumer Response /* (3000, 14, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) During the timeframe that we lived in ******** townhomes, my last name was *******. I had recently gotten a divorce, but had not changed my last name yet. Look up ******* ******* and you will find me. Do not play any games with me because this is on my credit report. Look up ******* *******. We're the same person. Business Response /* (4000, 17, 2022/10/14) */ Dear Mrs. *******, We are not able to assist you due to our privacy laws. If you have a dispute with our community, please, contact the right channels of communication. If it is in regard to a collection, please, contact *********************** at ************. You will have to verify your identity and they will provide you with the correct information. Consumer Response /* (4200, 19, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Previously, you could not find me in your system. When I gave you the correct name to look up in your system, now all of a sudden, you can't assist me due to privacy laws. I tried to go through the proper channels of communication, but I was given the "runaround" from those in charge that could handle this matter and hence BBB, where this "communication" has lead us, today. You unlawfully have this debt on my credit and with a collection agency and this is why we are currently discussing this matter. I have sent you the proper paperwork (proof) and you are still "dodging" your responsibilities and violating my rights in the process. Per the FCRA, FDCPA and FCBA, you have violated my rights as a consumer and as a result of that, I want this debt completely removed from ALL three of my credit reports. If you continue to play games and dodge this matter, you will leave me no choice but to take this atter future. Do the smart and the right thing and remove this debt from my credit reports, immediately and save your reputation, time and money. Business Response /* (4000, 21, 2022/10/26) */ Dear Mrs. *******, We are not playing games of any sort with you or anyone else. We have a process that we follow and you stated that you submitted documentation to proper channels. We have not received it. If you have a dispute with account, then call the collection company and they will provide you with the documentation that you need. This is the best way to address a collection dispute. Consumer Response /* (4200, 23, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This should have never been sent to a collection agency in the first place and that is why this matter has been brought to the BBB. How many times do I have to say it: you have violated my rights as a consumer per the FCBA and FCRA. That is against the law as a company. Look it up! You paid the collection agency to take my debt before investigating this debt and you failed to do that. You have the opportunity to take this off of my credit report and do it expeditiously. If you do not, then you leave me no choice.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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.

  On August 28th, I was trapping cats at Coppertowne in 75243. I picked up litter from the neighborhood, trapped a cat (I am a registered feral cat colony manager in this neighborhood) and threw away a 1/2 bag of litter from the neighborhood, as well as some trash from my car, and a handful of kleenex. She followed me home, threatened my safety, and cornered me in my garage. I called the police and notified them of her presence to which they advised me to call back if she returned. Additionally, the following morning, I woke up to trash strewn about in my driveway. The proper course of action, from an emotionally mature individual, would have been to approach me while I Was trapping cats and dispoing of trash and advise me THEN AND THERE. However, I was stalked, threatened, and harassed by LELA BATY- a self-proclaimed representative of the HOA. I received a letter in the mail regarding a $250 fine. The letter also stated there were enclosed photos. There were no photos- LELA BATY recorded me on her cell phone so I will hold myself accountable because I'm an honest person, however, if you would like to continue to threaten me and fine me, I will be escalating this issue due to being STALKED, THREATENED, AND HARASSED BY LELA BATY- a self-proclaimedrepresentative of the HOA. I have video footage of her running out of her car and ambushing me. Clearly LELA BATY didn't share the full story with you all. In conclusion, the trash was removed from the bin and returned to my property. I was threatened by someone, called the police, and have installed additional cameras on my property because of this emotionally unhinged individual. I am asking for this $250 fee to be waived- I have managed a feral cat colony and provided TNR services for over 65 cats in this neighborhood. I pick up community trash daily. This is absolutely absurd and disheartening to anyone who conducts free/community services.

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 9, 2022/10/12) */ Contact Name and Title: Huyen R*** -Property Sup Contact Phone: 469-955-1545 Contact Email: [email protected] I, Huyen R*** am the Property Supervisor for the Copperfield Condominiums HOA. This case was forwarded to me to handle just today. Please change your contact info for our firm from Jennifer L*** @[email protected] to Huyen R*** at [email protected] as Ms. L*** is no longer with Protea Real Estate. Regarding to Ms. *******'s complaint above, she was fine with $250.00 because she is not a resident or homeowners of this community. She lives in another community, and she disposed trash bags and other items in one of our dumpsters. Signs were visible posted on each dumpster for unauthorized use of the community's dumpsters. Violators will be fined $250.00. This is a theft of service. Ms. ******* contacted me to ask for the fine to be waived, I informed her that we are the management company and we do not have the authority to remove the fines. I asked the Board of Directors to waive her fee and the Board has instructed me to give Ms. ******* 50% of off the fine $250.00. I have reached out to Ms. ******* immediately after the meeting and left voice mail plus sent texts to her, but she didn't reply. Today, I found this case in my email. Thanks.

• Initial Complaint

  Date:04/11/2022

  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.

  We own a condo in the High Hollows community in Dallas, TX which is managed by Protea Real Estate. We have two issues with the property; REPAIR/REPLACE HVAC For nearly 3 months, we have complained to property management and submitted several work tickets (which they close without resolution) about an HVAC unit that does not work properly. The HVAC is the responsibility of the HOA. At this time, you can not turn the A/C on in the unit. Each time we ask to have the unit repaired or replaced, Protea Real Estate fails to make sure a technician comes out. PARKING SPOT UNAVAILABLE FOR OVER A WEEK Someone has been parking in our designated spot assigned to the unit and refuses to leave. Protea Real Estate has been given the car information, the plate number, and the spot number for several days in a row and have not had the car towed. Instead, they leave notices on the car that the person simply removes. When we try to reach out to Protea Real Estate, we're told they do not have time to speak with us concerning our issues over the phone and do not respond to our emails. Both of these situations are 100% unacceptable. They are providing no resolution and are not following the rules outlined in our By-Laws.

  Business Response

  Date: 06/01/2022

  Business Response /* (1000, 6, 2022/04/27) */ 04/27/2022 Hello! I, Huyen R***, am the property supervisor for the Hollows North HOA. Mrs. ****** contacted me on April 12, 2022, to inform her towing request and the issues with her AC unit not working. The offender removed the vehicle parked in Mrs. ******'s space on April 12, 2022. I informed Mrs. ****** that we would remove any cars parked in her space within a few hours. She was satisfied with the solution. On the topic of the AC not working right. I contacted Armando Orozcos (AC Contractor) on April 12, 2002, and asked him to contact Mr. ****** to make the appointment for the repairs. As of April 14, 2022, Armando repaired the AC but needed to order the panel to cover the AC unit. Armando installed the panel yesterday. He called Mr. ****** and was told that he needed to come back to the condo to clean up the area, which he will be doing tomorrow, April 28, 2022. I feel that the requests from Mrs. ****** have been completed to her satisfaction. However, I wish that she would receive better Customer Service from my property manager, Carmen D*******, from her first day of contacting Carmen. I have counseled Carmen on this utmost important goal of Protea Real Estate's company policy. As a result, I trust that Mr. and Mrs. ****** will have a much more pleasant experience dealing with Carmen. I will follow up with Armando tomorrow to ensure that the area is cleaned up. I waited until today to respond to your request today because I was waiting for all issues to be solved to Mr. ******'s satisfaction. If you have any further questions or comments, don't hesitate to get in touch with me at [email protected] or 469-955-1545. Thank you.

• Initial Complaint

  Date:04/07/2022

  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 applied for an apartment unit at Denton North apartment complex. I paid for the application fee online, using the website provided by Denton North. My application was later denied. A couple of days after the denial, I received a letter (dated 2/9/2022) from Cathie ****, the SVP of Pro Teal Real Estate, the managing company for Denton North. Within the notice is a stamp from Cathie, noting that we have the option to dispute the disposition by submitting in writting within 30 days to ******@protearealestate.com. Cathie claimed I still owed the applicaiton fee of $50 and a returned check fee of $50.00. On 2/22/2022 I sent my written dispute via email to Cathie, to dispute the payment being returned. I requested for proof of returned payment. I also informed her to provide a response to me within 30 days of receiving my payment dispute. I never heard back from Cathie, neither by phone, mail or email. I sent another email on 3/04/2022, and again on 3/25/2022, with no response from Cathie. I contacted Denton North (spoke to Holly) and she informed me I was following the right protocol by emailing Cathie with my dispute. It was yesterday 04/06/2022 when I learned that my credit was affected and it showed the $100 balance was in debt collections with Denton North. I sent Cathie another email, and this time I included the CEO of Pro Real Estate, Mr. Godfrey, and finally, after multiple attemps of trying to reach her, she responded to me. This is months later, after my first initial email. Cathie didn't even glance at my dispute, she immediatly said I owed them $100 and the only way to resolve is to pay. Not once did she ask me for proof to show the payment wasn't returned. I replied back to her and the CEO to explain I was still disputing this payment, I even offered to send bank statements. As of today, I haven't heard back from her. The resolution at this point should be to remove the negative mark on my credit and to remove the balance they say I owe to them.

  Business Response

  Date: 06/02/2022

  Business Response /* (1000, 5, 2022/04/21) */ The applicant applied to lease an apartment on line and the fee for this process is $50 which is non-refundable. Due to the applicant having insufficient funds in his account to process the non refundable application fee, an additional fee of $50 was added to his account based on our software program and our bank. There is nothing else to dispute. The applicant complaining owes Denton North Apartments the non refundable application fee of $50 and an insufficient funds processing fee of $50. He therefore is welcome to bring $100 in total in Money Order or Cashier's Check to the site office at which time we will notify our collection company that his debt has been paid. The applicant was notified of all of the above in a timely manner. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My letter of dispute I was told to submit within 30 days from the date the invoice was received from Denton North's property management was ignored for over 2 months. The payment was never returned for insufficient funds, it was returned for invalid account number. As such, the NSF fee should be waived. I offered to provide my bank statement as proof I had way more than enough funds in my account the day the transaction took place, but I was told regardless I had to pay the NSF. No one at Denton north ever called me or informed me of the rejected payment until I received the notice. For them to claim they contacted me is a lie. Again, no one responded to my complaint that was emailed to Denton North's property management company Pro Tea Real Estate. Why have you continuously failed to provide a response to my question about your department failing to contact me within 30 days of my written dispute? Why give the customer an option to dispute if your ignoring the dispute? Business Response /* (4000, 9, 2022/05/03) */ In order to avoid further back and forth over this complaint, I am willing to make a one time offer to waive the $50 fee for insufficient funds if the $50 non refundable application fee is paid in full by either Money Order or Cashier's Check at the Denton North Apartments within the next 5 days. Once the fee is paid and we are satisfied, I will then make arrangements to withdraw the collection agency status on this account. Additionally, the complaint must be withdrawn. As provided to ********* previously, I am attaching the transaction details statement ledger which shows no payment was ever received for this account. I have also included a statement from the manager(Corenia) who dealt with ********* directly. As you will note, attempts were made immediately to resolve this matter before it ever went to collection. ********* made no attempt to do so while he had the opportunity. Again, I offer a one time opportunity to clear this debt. However, if payment is not received promptly, I will withdraw the offer and the account will remain as it currently stands. Please note writing a check on a closed account with no funds available to collect a debt is the same as writing an insufficient check. Most would see this as a form of fraud. ********* did sign both the rental criteria and application which states they are both legal binding documents and the application fee is non-refundable. Consumer Response /* (4200, 11, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, no one called to tell me about the returned payment. I was notified at the time I received the invoice. I never spoke to the manager about the returned payment as she claims in her response. For her to say I could have cared less is a lie. Why would I go to the extreme of trying to solve this payment dispute when I could have resolved in one call (If she would of called me). Although I appreciate you willing to waive a one time $50 fee, I reject your proposal. Due to the length of time it took to get a response from you since my initial written dispute in February (that was ignored for months), I decided to pay the $100 in full to National Credit to restore my credit and be able to secure an apartment as a first time renter. I believe there are "future residents" that need to see/read how you have treated a customer who was only trying to figure out what went wrong with the payment only to be ignored for months. It took me contacting your CEO in order to get a response. I hope that you have set up a process to ensure all written disputes are answered within 30 days from receiving a dispute. Please note, I'm no longer seeking a response or resolution from you. This rebuttal is just a final note to your company.