Complaints

This profile includes complaints for Pathlight Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pathlight Property Management

  6500 International Pkwy STE 1100 Plano, TX 75093-8363

  
• 

  Pathlight Property Management

  120 S Riverside Plz Ste 2000 Chicago, IL 60606

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:02/04/2025

  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.

  On 1/8/25, a pipe burst in our attic causing a flood in half of our home. Water was pouring out of our master bathroom and went through the house to the master bedroom, kitchen, main bathroom and second bedroom. We called the water company to come shut the water off right away and called Pathlight. Pathlight sent someone the next day and they cut open a hole in the master bath ceiling and water was pouring out still. They never returned despite my many phone calls and emails. The home was wet, started to smell like mildew. Mold is growing in the home because of all the water just sitting in the walls, ceiling, hard floors and carpets. I emailed them a letter to early terminate the lease. Pathlight ignored my attempts to terminate early and were bought out by ******. I emailed Tricon many times to early terminate and they never get back to me. I finally spoke to someone and they have no idea what is going on. Then I get an eviction notice at the door because we didnt pay January rent due to this unresolved maintenance issue that wasnt resolved in 14 days like SC laws state. The home is a health hazard and unhabitable to my family. I spoke to someone from ****** and she was to get back to me and has yet to do so. Tricon has come to the home and changed the locks. We have no information on anything. Im looking to get out of our lease early without penalty to our name and credit since this was not our doing by any means. Call wait time is ********* minutes which is absurd. ***** these companies at all cost! Hoping to have this all rectified immediately.

  Business Response

  Date: 02/07/2025

  Thank you for contacting Pathlight Property Management. On January 27, 2025, Pathlight Property Management transferred leasing and management of our homes to Tricon Residential. For further assistance, please reach out to Tricon at ************.

• Initial Complaint

  Date:01/21/2025

  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.

  This company is one the worst, most poorly managed companies ever. I have had not had one even remotely good experience with this company. Not a single person knows what's going on, not the Pathlight local office and not the maintenance department (SMS Assist).Due to a preventable leak in the wall of the house where the hot water feeds to the clothes washer, my basement floorboards were flooded. Upon remediation, it was discovered there was mold in the walls. Remediation vendor uprooted all the floorboards and removed the drywall then proceeded to dry the area with industrial equipment. This was on January 3rd. It is now January 21st and there's been no progress in building back the walls, floors or bathroom cabinet that they also had to remove. Pathlight points to their maintenance vendor saying they're responsible and then the maintenance vendor points their finger right back saying Pathlight cancelled the original tickets (due to the quoted restoration amount by the vendors to be too high) so SMS assist doesn't know how to proceed. I'm now learning after 4 hours of phone calls where both Pathlight and SMS assist have hung up on me, that I'm starting from square one. Not a single person had the knowledge or frankly care, to help me resolve this issue. Upon initial resolution of the leak, tickets were created to repair the floor, the drywall and bathroom cabinet as the water restoration company had to tear all this apart. Now Pathlight, has not remediated/fixed this torn apart basement for 3 weeks now and the company is so disorganized that no one knows what's going on with their own property. I am looking for prorated rent as a third of the square footage in my house has been unusable/uninhabitable since January 3rd.

  Business Response

  Date: 01/23/2025

  Thank you for reaching out to Pathlight, ****** *********. Were really sorry to hear that we havent met your maintenance expectations. We want to let you know that we have some work orders in progress to replace the drywall, cabinets, and flooring and to repair the water heater. The water heater repair is set for 1/23/2025. Our vendors will contact you directly to arrange the other appointments. As we have shared in recent communications with all residents, starting on January 27, Tricon Residential will be responsible for the property management of your home. Their team will assist you with this matter and anything else you need to support your rental experience.
  

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:   I demand you to notate to Tricon that my rent is be prorated for as long as the repairs take as half of the house I am paying for does not have a flooring or walls. This prorated rent will start the month of February. You scammers have deliberately cancelled and stunted the progress of this buildback as evidenced by the multiple tickets created by SMS assist and then promptly cancelled by Pathlight, leaving SMS Assist confused on how to proceed. Upon calling you and being directed to speak to my local pathlight maintenace office for a path forward by SMS assist, your Pathlight maintenance team repeatedly hang up on me when just trying address the tripping and breathing hazards the removal of the drywall and floors you negligence caused, and now refuse to remediate. 
  
  Prorate my rent and ensure Tricon has clear documentation on all these cancelled work orders to pick right back up where you horrible company left off. You all are absolute crooks. 

  Business Response

  Date: 01/24/2025

  Pathlight has received ****** *********** rebuttal and as previously stated, we have briefed ******'s customer experience team and will send them our recommendation on appropriate adjustments. Their team will assist you with this matter and anything else you need to support your rental experience.
  

  Customer Answer

  Date: 01/26/2025

  I have reviewed the business response. I will expect ****** to provide prorated rent or else Pathlight will hear from me.

• Initial Complaint

  Date:01/20/2025

  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 **** or thermostat in the house does not work properly - the thermostat will be set at ***** and the house has been sitting in the high 40s to low 50s for almost 2 weeks. I submitted a maintenance request on 1/9. A vendor was supposed to come out on 1/15 and never showed. I attempted to contact the vendor several times and they did not respond. When I submitted several requests to Pathlight the only response was that I would need to wait for the vendor to contact me. I finally called the emergency maintenance number and requested that either a new vendor be assigned or I be able to find someone on my own. They then reassigned the vendor on 1/18 however I have again not heard anything.

  Business Response

  Date: 01/22/2025

  Pathlight has received ******** ****** inquiry, and we apologize for not meeting their maintenance expectations. A new work order has been created due to a lack of response from the previous vendor, which is currently pending dispatch. Also, as we have shared in recent communications with all residents, starting on January 27, Tricon Residential will be responsible for the property management of your home. Their team will assist you with this matter and anything else you need to support your rental experience..

• Initial Complaint

  Date:01/16/2025

  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.

  I received a certifed letter containing my so called security deposit refund check with a document showing a breakdown of the amount due to me. I went to Bank of America to try to cash it and it was deemed a fraudlulent check by the bank. It was a bad experience at the bank...they wrote and wouldn't give it back to at first. I had demand they give back me. They wrote they returned it to me and told me I couldn't be cash it anywhere!I need to get security deposit refund check sent back to me in certifed funds! Pathlight should not be mixing my security deposit with any their business needs. I wired the initial security deposit money to them and now they turn around and send me a fraudulent check! I'm extremely frustrated! I need my security deposit refund asap!!

  Business Response

  Date: 01/22/2025

  Thank you for reaching out to us, ****** ******! We truly apologize for any inconvenience you've experienced. We want to let you know that we have sent a new check via ****** and it has been delivered to the forwarding address you provided. We're really sorry for this mix-up and any trouble it may have caused you.
  

  Customer Answer

  Date: 02/10/2025

  It was resolved. I received a valid check the next day and I was able to cash it.

• Initial Complaint

  Date:01/16/2025

  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 Fair credit act states that if a company sells a debt they should report on my credit bureau paid for less I need this to be corrected on all three credit bureaus or deleted off all three credit bureaus I have sign no contracts and it does not say that they sold my debt for less of the original amount stated on my credit bureau.

  Business Response

  Date: 01/21/2025

  Thank you for reaching out to us, ****** ******. We wanted to clarify that we believed the terms of the Lease Agreement were understood before it was signed. As stated in the executed Lease Agreement, the landlord (Pathlight) has the ability to report any overdue payment amounts to credit agencies. At the time the lease was terminated, the outstanding balance was $77,524.37, which will stay on the previous tenant's credit file. While we wish things could have turned out differently, we truly appreciate your understanding in this matter.
  

• Initial Complaint

  Date:01/15/2025

  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.

  To Whom It May Concern at the Better Business Bureau,I am writing to file a complaint against Pathlight Property Management regarding unresolved HOA violation charges and poor communication. This ongoing issue has caused unnecessary stress and financial strain.Background:In November 2024, I questioned an HOA violation letter uploaded to the Pathlight portal detailing fines related to shutters and doors. Representative ******** ****** stated that these violations were the owners responsibility and would be addressed. However, in January 2025, I noticed an HOA chargeback of $925 for issues purportedly dating back to April 2024, along with additional charges for landscaping and vehicle-related violations previously resolved in 2023.I have repeatedly requested documentation, invoices, and clarification, along with a phone call to resolve discrepancies. Despite submitting compliance evidence, including photos, Pathlights responses have been vague, contradictory, and **************** Violations:In January 2024, I received notices for:Immobile Vehicle: Alleged violation of Article VIII, Section 2(xv11).Window Treatment: Deemed aesthetically unpleasing per Article VIII, Section 2(l).These claims are inaccurate or have been promptly addressed, yet Pathlight has not updated or removed these charges.Key Complaints:Lack of transparency in chargeback documentation.Contradictory and inconsistent communication.Repeated failure to provide phone support despite multiple requests.Unwarranted charges for resolved or incorrect violations.Failure to acknowledge or update compliance evidence.Resolution Sought:A detailed breakdown of all charges with substantiating documentation.An immediate phone call with a senior representative.Assurance of improved handling and prevention of similar issues.I have attached all relevant correspondence, photos, and notices. I hope the BBB can assist in resolving this promptly.Sincerely,********* *********

  Business Response

  Date: 01/21/2025

  Thank you for reaching out to us! We wanted to let you know that Pathlight has received ********* *********** inquiry. Our records show that the resident has already contacted our HOA Relations Team about the chargeback fees, and we've provided an explanation of those charges (attached). These fees are valid as they fall under resident responsibility. We understand this may not be the outcome you were hoping for, and we truly appreciate your understanding.
  

  Customer Answer

  Date: 01/21/2025

  Thank you for notifying me about the response from Pathlight Property Management regarding my complaint. After carefully reviewing their response, I am writing to formally reject it for the following reasons:
  1.Failure to Address Discrepancies:
  Pathlight Property Management has failed to address the discrepancies in their charges, particularly concerning the inoperable vehicle fees and lot maintenance charges. Despite providing evidence from *********** showing that the charges claimed by their representative, ******** ******, are inaccurate, they continue to insist on payment without justification.
  2.Threats and Pressure:
  ******** ****** has threatened eviction if the disputed charges are not paid, despite clear evidence showing the charges are incorrect. This behavior is both unprofessional and unethical.
  3.Request for Supervisor Review:
  I have repeatedly requested a phone call with a supervisor to resolve this matter, as ******** ****** has demonstrated a lack of understanding of the documentation and evidence provided. However, this request has not been accommodated, leaving no opportunity for productive discussion.
  4.Unresolved Issues:
  Pathlights response does not provide a resolution but instead reiterates the same invalid claims. There has been no acknowledgment of the errors or willingness to negotiate a fair outcome.
  
  
  Requested Resolution:
  To move forward, I request the following:
  A direct phone call with a supervisor or manager from Pathlight Property Management to address this matter personally and review the evidence I have provided.
  A thorough re-evaluation of the charges in question, particularly the inoperable vehicle and lot maintenance charges, with supporting documentation from Pathlight confirming their validity.
  
  
  Until these requests are met, I cannot accept their response as a resolution to this matter.
  
  
  Thank you for your assistance in facilitating this process and ensuring the dispute is handled fairly.
  
  
  Sincerely,
  ********* *********
  *************************************************************
  
  

  Business Response

  Date: 01/24/2025

  Pathlight has received ********* *********** rebuttal. We spoke with our *** Relations Support Staff, who confirmed that the charges were explained multiple times. When the violations occurred, emails were sent, and we made several requests for cured photos, but received no response. After numerous attempts to dispute the *** violations for the resident, the requests were denied, and fees were assessed due to the violations. The resident must pay the fees to prevent any additional charges. While we understand that is not the desired outcome, we appreciate the resident's understanding.
  
  
   

  Customer Answer

  Date: 01/24/2025

  I have reviewed the businesss response but they did reach out and confirmed that there was an error and we are working on a resolution.

• Initial Complaint

  Date:01/15/2025

  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 would first like to say that under circumstance should anyone do business with Pathlight. They have the worst internal processes of any organization I have ever come across in my life. On 10-13-24, I submitted a work order for some issues I was having with my plumbing which were minimal at the time. The initial issues were that every time I washed a load of clothes I heard gurgling noises in my kitchen sink and my bathtub and toilets would temporarily backup. They sent someone to diagnose the issue. They came on 10-15-24. They did not have the equipment to understand the issue on that visit so they came back on 10-18-24 and discovered that the sewer line connected to my house was broken. They then proceeded to schedule 3 additional "second opinion" visits to re-diagnose the issue and get additional quotes. This was such a disastrous and inefficient process that no one was approved to do the work until 12-19-24. Due to the holidays and then a major snow storm work was not able to begin until 1-13-25. When the vendor began digging, they encountered large human sized boulders, so the vendor resubmitted the proposal to reflect needing to move the boulders. When they submitted the proposal it was denied and they were asked "to charge less money". Instead of charging less, the vendor sent a photo of the boulder in an attempt to justify the additional charges. During these three day, the initial digging that was done, then resulted in worse conditions in my home to point where my plumbing was essentially non functional. I am currently unable to shower, wash dishes in the dishwasher, I called Pathlight they would not give me any information except that the situation was under review and they sent an email on my behalf. They had no emergency protocol that could be followed. I spoke to at least 5 different representatives, 2 of which hung up on me, 4 of which told me there was no one else to speak to about this situation EVEN my resident rights are being violated.

  Business Response

  Date: 01/22/2025

  Pathlight has received ***** *********** inquiry and we apologize for not meeting their maintenance expectations. Our records indicate that there is a pending work order for the repair, but due to weather conditions and the ground being frozen, it is currently on-hold. However, the bid has been approved and the vendor will contact the resident directly for scheduling. Also, as we have shared in recent communications with all residents, starting on January 27, Tricon Residential will be responsible for the property management of your home. Their team will assist you with this matter and anything else you need to support your rental experience.

• Initial Complaint

  Date:01/12/2025

  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.

  My well for the house broke on November 4 2024. I've been waiting since for them to fix the water, they removed the whole house R/O system and never replaced it on top of the system failing since. The system is leaking so running all the time no filter no softener. This has been absolutely crazy, I care for my disabled wife and daughter.

  Customer Answer

  Date: 01/20/2025

  Still not done, no fix in sight. They are now on n violation of Florida law this is beyond 30 days and has been an issue for two years now . All they did was close the work order. I will attach the original complaint from November. The wrong system is on the house and they removed the whole house RO system without replacement. This is a rent to own and they have wrecked all the reasons for my purchase.

  Business Response

  Date: 01/22/2025

  Pathlight has received ***** ********* inquiry and we apologize for not meeting their maintenance expectations. There is currently a pending work order and the maintenance team is in the process of contacting the resident directly regarding obtaining pictures. Once the pictures have been received, the quote/bid will be reviewed for approval. Also, as we have shared in recent communications with all residents, starting on January 27, Tricon Residential will be responsible for the property management of your home. Their team will assist you with this matter and anything else you need to support your rental experience.

• Initial Complaint

  Date:01/10/2025

  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.

  9/10/24 A notice to vacate was submitted 12/5/24 email was sent that I vacated the property. 12/7 message sent via the app to confirm receipt of email 12/8email resent due to typo 12/31 and 1/1 I was charged rent. The account was charged late fees as well, I contacted Pathlight and was told not to worry its a system error and would be fixed. As of 1/10/25 Ive continued to receive call, emails and messages about this account although Ive vacated the property over a month ago. Its also been over 30 days and I still havent received my deposit back

  Customer Answer

  Date: 01/11/2025

  Lease agreement 

  Customer Answer

  Date: 01/14/2025

  Company failed to inspect property after I moved out per their move out instructions. They also failed to deactivate my lease which is why my deposit hasnt been released and now theyre saying someone else lives in the property. I had to send proof of my current residence and receipt from the moving company. They claimed it would help terminate my lease and my deposit would be sent overnight  although I complied with all of the move out instructions prior to moving out 

  Business Response

  Date: 01/16/2025

  Pathlight has received ******** ********* inquiry and we apologize for not meeting their expectations. The lease has officially been terminated and the security deposit refund of $3,595.87 was processed on 1/15/25 and sent via *****. The tracking number is 771461549797 and is scheduled to be delivered 1/26/25. We apologize for the inconvenience this has caused.

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising 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 October 10th, we (the renters) submitted a work order to Pathlight Property Management to repair water damage to our kitchen floors that happened after a leak in the sink. I attempted to get ahold of them multiple times the last few months to come repair and they just came to repair yesterday 01/09/25. The maintenance company ripped up the flooring in our kitchen, dining room and entry way- leaving behind only subfloor. There are exposed staples and splintered wood everywhere, with two small holes producing wood chips. I reached out to Pathlight Property Management to get a time frame on when the new flooring would be put in, in which they responded that they had denied the proposal for new flooring but approved the demo. There has still not been a new proposal approved for new flooring and they have no timeline for me on when our house will be safe to walk in again. We have 2 dogs and a toddler that need to be kept off the floor, proving to be very difficult. They have not offered any other accommodations even though I requested this multiple times. We would like our rent prorated for next month as weve had to stay with my in laws to keep my toddler safe, and the house that we are paying to rent is no longer to the standard advertised.Attached are my dated messages to Pathlight inquiring about the floor getting fixed. Please keep in mind they didnt come until yesterday. I would also like to mention that a contractor not affiliated with Pathlight advised us that the paint job the workers did on our subfloor indicates that there was mold. In my messages you can see I had concerns for this.

  Business Response

  Date: 01/21/2025

  Thank you for reaching out to us, ****** *********. Were really sorry for not getting back to you sooner about your maintenance concerns. Were actively working with our vendors to get an approved bid for replacing the floors in your home. Our maintenance team, along with the vendor, will be in touch soon to set up an appointment. We truly appreciate your patience and apologize for any inconvenience this may have caused.
  

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because:   
  I received a message from your team indicating that there is no longer anything Pathlight can do to resolve this matter. I have been directed to bring my concerns to the new property management team, who are at this point in time not yet overseeing our home. I have included photos of the state of our floor. We are unable to allow our child or pets to walk in 1/3 of our home. Its been 12 days since the floor was ripped up and Ive been told for 12 days that a vendor will be reaching out to me soon. 

  Business Response

  Date: 01/23/2025

  We have received ******** rebuttal, however our records indicate that ****** has been in direct contact with the maintenance team and they provided an update regarding the work orders, which has been dispatched and is currently awaiting the vendor's acceptance. The vendor will contact ****** directly to schedule an appointment.