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:08/07/2024

  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.

  Sent a Maintenance Request in on 7/6/24 for my A/C not working and was told they can not get a technician out until 7/8/24. You call the maintenance line and all they can do it add to the order, can't speak with anyone else, and tell you to call the main line which is what i call to get to them in the first place. You can not reach anyone on the main number other than them so it is just a big circle. I asked if i could rent a hotel and get reimbursed and was told no that there is not that option. I have left several messages on the main line with no response. No A/C is apparently not listed as an Emergency for Green Residential. My family and i could die in a home this hot!!

  Business Response

  Date: 08/08/2024

  We would like to inform you that your AC repair request, reported after hours on August 6th, was submitted to the owner per our standard protocol before business hours on August 7th. Please note that the owner has a preferred set of vendors for maintenance issues, and we do not control their availability.
  
  According to the terms of the lease, the owner is allowed up to 7 days to address and resolve any work order, including those classified as emergencies. Therefore, a credit is not applicable in this situation.

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  An emergency can not take 7 days to resolve. A home that is 90 degrees plus inside represents a health emergency and could lead to death and therefore should be resolved quickly. If the owners choice cant do it the ** should have the authority to get it done. If me as the tenant can get someone out in a few hours then so should the management company. If I didnt pay rent on the 1st of every month I would get penalized right??  Only fair to ask that I have A/C in the house and if that is not possible for a night or two, to get reimbursed for a hotel stay. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/09/2024

  We have already responded with the lease requirements and explained how the landlord handles maintenance directly for their home. We will no longer be replying through this BBB-provided system, as we are not affiliated with the BBB or their practices. Should the tenant need to continue the conversation, they should reach out by emailing *********************************

• Initial Complaint

  Date:02/28/2024

  Type:Product 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 moved into this property without proper guidance of what was my responsibility. Not only was I not notified of all things needed to be put in my name, but also for the one thing they did tell I was sent to a scam line provided by green residential themselves as a verified contractor.I paid MANY higher than industry average fees to move in, but specifically a deposit of 2195. I sent email at move in that the fridge was not working, their was ice on the floor, the house was dirty, carpets had not been cleaned, food in the dishwasher, grease all over the kitchen, mold in the bathrooms etc.They not only did nothing to compensate me for being out of all water &electricity for 3 days moving from another state,lock box not having the right code set so I coulnd't get into the house, but then had the audacity to withhold a large amount of deposit at move-out to repair things that were there when I moved in. I have reached out to dispute but was shut down and told the owner will not be changing anything regardless of what has been shared. This company is criminal and unethical in the practices.

  Business Response

  Date: 02/29/2024

  Hi ******, I am sorry to hear about your concerns.
  
  Please note that Green Residential uses a standard lease published by the Texas Real Estate Commissions.

  Paragraph 11 reads as follows:

  11. UTILITIES: A. Tenant will pay all connection fees, service fees, usage fees,and all other costs and fees for all utilities to the Property (for example, electricity, gas, water, wastewater, garbage, telephone, alarm monitoring systems, cable, and Internet connections) except the following which Landlord will pay: None. Unless otherwise agreed, amounts under this paragraph are payable directly to the service providers. B. Unless provided by Landlord, Tenant must, at a minimum, keep the following utilities on, if available, at all times this lease is in effect: gas; electricity; water; wastewater; and garbage services. Notice: Before signing this lease, Tenant should determine if all necessary utilities are available to the Property and are adequate for Tenant's use. 

  The security deposit amount of $2195 is equal to one months rent, is industry standard, and was disclosed in the listing of the home at the time of your application.
  Regarding the condition of the home at the time of move in, you accepted the home is As-Is condition per Paragraph 15, Section B of the lease

  The lease also stipulates in Paragraph 26 that Tenant must have home professionally deep cleaned and carpets professionally steam cleaned before tenant surrenders property back to Landlord. Tenant MUST EMAIL cleaning receipts to Landlord at ******************************** within three days of lease termination.

  At the time of move out, an inspector was sent to the house to take pictures of the condition of the home. These pictures were compared to the pictures taken the day prior to your lease start. 2 contractors were sent to the house to provide bids to make any necessary repairs. Any of the repairs that were not tenant responsibility, such as damage to the siding, roof, etc. were not charged back. The owner was provided with the pictures and quotes, and deductions were determined based on the difference of the condition in the photos. 

  When a team member called to speak to you about this, you responded with profanity and hung up. When you emailed a dispute, we called and spoke to the owner again and confirmed that the charges were in compliance with the terms of the lease.

• Initial Complaint

  Date:01/07/2024

  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.

  Company is asking me to back pay them under a bill they decided to pay on THEIR behalf without consulting me or giving me a chance to argue it with a 3rd party source. T

  Business Response

  Date: 01/08/2024

  Upon taking over the management of the property, it came to our attention that the prior property management company had failed to fulfill their obligation to settle the water bills. Furthermore, we noted that none of the current tenants had initiated the process of establishing water services in their own names, as stipulated in Paragraph 11 of the lease agreement.
  
  To ensure the uninterrupted provision of water services to the property, it became imperative for us to address this situation by clearing the outstanding water charges. Consequently, we allocated the relevant charges to each tenant in accordance with their move-in dates and corresponding usage patterns. This course of action was undertaken strictly in accordance with the terms and conditions outlined in your lease agreement.
  
  As a reminder, Paragraph 11 of your lease clearly delineates the tenant's responsibility to have utilities, including water, established under their name. Regrettably, this requirement had not been met by the current tenants, leading to the situation we are currently addressing.
  
  In an effort to maintain transparency and uphold accountability, we have provided all tenants with copies of the water bills from the utility company, serving as evidence of the usage charges attributed to each unit.
  
  We understand that this may result in unforeseen expenses, but we want to emphasize that our actions were necessary to prevent any potential disruption of water services to the property.
  
  Thank you, 
  
  Green Residential

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  As Green Residential has specifically stated, "Upon taking over the management of the property, it came to our attention that the prior property management company had failed to fulfill their obligation to settle the water bills." that being stated, I have attached a previous email from the past where we had a maintenance issue that was an issue prior to move-in and and was documented on the Inventory & Condition form. They then waived the fee due to what was stated in the attached email. What is the difference between the two? 
  

  Again Section 11 in the lease FIRST WRITTEN with Residential Leasing states "Tenant to pay all utilities to the service provider" Once again, Green Residential is not the service provider. It is Green Residential who is at fault for paying for the water bill on OUR behalf prior to letting the tenant know of the absurd bill amount for them to fight and take it up with the utility district.

  I have also attached a file where we were only given ONE invoice. Green Residential states "We have provided COPIES (meaning more than one)" when I have screenshotted the ONE & ONLY invoice copy. You can find ONE copy in my tenant portal as well as the invoice for "One Month".

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/15/2024

  We would like to draw your attention to our previous email dated January 3rd, which contained copies of the bills related to your ************ previously communicated, not having the utilities in your name is considered a violation of the terms outlined in your lease agreement. In response to this situation, we had two options: either the property owner could cover the utility costs on your behalf, or you could potentially face a disruption in water *********** a gesture of goodwill and courtesy, we opted to ensure that you did not experience any interruption in your water supply. However, we would like to emphasize that this does not absolve you of the responsibility for the incurred utility expenses.We regret to inform you that, based on the evidence provided, it is evident that the water usage billed pertains to your household. Consequently, we are unable to waive or remove this bill. 

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 charged $300, after stating I was leaving Green, for a simple 7-8 page auto populated lease renewal document, that THEY OFFERED, that I had to have redone because Green hid fees within it. When I reached out, I even provided the email regarding this lease renewal and no charge was EVER discussed. They responded saying they sent an email last February about it. Almost a year ago. 99.9% of the people dont remember an email from a year ago. Prior to providing said service, fees associated NEED to be noted. This is the LEAST transparent company Ive ever used.

  Business Response

  Date: 01/05/2024

  We appreciate your valuable feedback. Just as we hold our tenants accountable for reading and adhering to their lease agreements, we expect property owners to carefully review their management contracts and any formal notices regarding price adjustments that they receive. Since 2018, we have provided this service to you without any associated costs. However, we have recently found it necessary to introduce a fee for this service across the board, considering the time and resources required for the renewal process.
  
  In your specific case, the renewal fee notice was sent seven months before the renewal period, providing ample time for you to evaluate your options and decide whether to continue with our services or explore alternatives.

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This company hasnt resolved anything; they arent upfront or transparent about charges and offer services without letting the homeowner know the charge. 
  

  They charged me $300, for a simple copy and paste document, without so much as a mention of price until the next month when I was charged. 
  

  when I questioned them about it, they referred to a generic email that was sent almost a year prior.

  Now, as a business owner myself, I never once thought it acceptable to not tell someone upfront what a cost of ANY service is, and charge them without any clear understanding of what will be a clients out of pocket fee. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 02/01/2024

  Abbe,
  
  We are unable to provide the resolution you are requesting as the work has already been performed. If Abbe would like to continue this conversation, please reach out directly to us by emailing ********************************* We do not believe in the BBB's pay-to-be-accredited practices and we will no longer be responding through their portal. We look forward to hearing from Abbe.
  
  Best regards,
  
  Green Residential

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This company is a scam; they hide behind shady business practices and take ZERO accountability when called out on their deceits. 
  

  I dont care if you respond back, Ill do my best to spread awareness, like so many others are, about your trashy company. ??? 
  
   

  
  

• Initial Complaint

  Date:10/12/2022

  Type:Product 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 placed an application fee for a house that was for rent. The next day my realtor said that green residential had already selected another person for the rental property. So they will refund me my application fee. This was a month ago. I called and left messages regarding the return of my application fee. I was told it will be returned in 7 days. When two weeks go by no refund and I call again. They take a message and said a realtor will give you a call back, but no one has ever called me back. They just send the same messages that someone will call me.

  Business Response

  Date: 10/13/2022

  Good Afternoon, 
  
  We apologize for how long it took for our realtor to refund the application fee. We can confirm by attaching the screenshot to this response that it was refunded yesterday. It will take 7 -10 business days for the refund to reach your account. 
  
  Thank you, 
  
  Green Residential Management. 

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease at *** **** ***** ** Huffman TX ***** ended on June 30, 2022. On August 1, 2022 I issued a ticket requesting information on my security deposit along with an itemized billing receipt. On August 5, 2022 I was emailed back stating that the check had been mailed on July 30, 2022 to my New Caney address and that if I had not received it to let B******* B**** know and she would stop payment and reissue a new check. On August 10 we had still not received the check. I informed B******* but she did not ever respond. I called on August 15 and the front office member submitted another ticket for B******* to respond to me. On august 17 I submitted a new ticket because I had no response for 48 hours. With this ticket I received no response except that B******* was informed. On August 19th I submitted one last ticket. I received another response stating that B******* was informed. Finally on August 24th I called the office. A lady would not let me talk to the security deposit lady nor would she transfer my call stating that she didn’t have the capability to do that. It is now August 25 (24 hours from when I last called) with no response. I would like the BBB to help me in this pursuit of my security deposit before I start the process of small claims court. I have not been given any information on my refund amount, an itemized billing receipt or responses from anyone regarding this issue to be resolved. I have all supporting information including all emails and phone calls made to this rental business. According to Texas section 92.103 a business has 30 days from end of lease to refund deposit. It has now almost been 60 days with no communication from their end or a security deposit check delivered to my address.

  Business Response

  Date: 09/06/2022

  Hi. Grace, 
  
  We appreciate your patience. 
  
  We identified that there was a list of deposits not being processed for an unknown reasons. We have taken action by removing the person in charge from their position and that person is no longer from the company. 
  
  After processing your deposit we sent out your deposit on August 26,2022. 
  
  Thank you, 
  
  Green Residential.

  Customer Answer

  Date: 09/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17767504, and find that this resolution would be satisfactory to me.