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

  
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  Pathlight Property Management

  120 S Riverside Plz Ste 2000 Chicago, IL 60606

• 

  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:01/08/2025

  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 applied for a rental property. I paid about $170 for the application. They emailed me back and said they already have a renter processed and have already accepted them as the renter. Yet they will not give our money back, already knowing that someone else has been selected. They are scamming me out of my money!! They should have said, we have a renter, here is your application fee back. But NO!! THEY KEPT IT!!! I have email from them stating such and will upload it. I want my money back and not have it STOLEN from me.

  Business Response

  Date: 01/10/2025

  Thank you for reaching out to Pathlight! We wanted to let you know that weve received your inquiry. Just a quick note: the application fee is non-refundable since it helps cover the costs of the credit and background check. At the time your application was submitted, no decisions had been made regarding the applicants ahead of you. If youre interested in exploring other properties, please feel free to get in touch with our ************************ We truly apologize for any inconvenience this may have caused and appreciate your understanding!
  

• Initial Complaint

  Date:01/05/2025

  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 May 27, 2024, My family and I moved into *********************************. The interior of the home smelled of strong cat urine. Originally we had associated the smell to a window being left opened and the possibility of an outside cat coming in before we moved in. After a few weeks and continually mopping and scrubbing the floors with bleach, the smell of cat urine lingered throughout the home. I was becoming more and more congested and needed to use my nebulizer more often so start looking deeper in the home. Upon further inspection of the floors and vents throughout, I noticed a thick yellow substance leaking from a vent and saturating the cement floor beneath it. I immediately contacted Pathlight. They sent out a vendor to clean it. Two weeks later there is still an issue with the smell. After calling back a new vendor comes out tells me that all the vents in the home are saturated in cat urine and the we have a much bigger problem. The flooring company, ************, covered up the preexisting flooring that was saturated in animal f**** RMI Flooring came out and told me that the floor was supposed to be pulled up and a pet seal was supposed to be placed throughout the whole house. Pathlight was notified and 3 weeks passed. The kitchen floor was becoming soft and falling in. RMI Flooring sent out a crew to remove the flooring in the kitchen and exposed a year old leak. They left the flooring half torn up and exposed black mold to the entire house. As I entered the home after the work was done I had an asthma attack and had to leave the home. Pathlight ignored my called, texts, and emails for weeks. My entire family slept outside in the back yard in a tent for the next 6 weeks. Pathlight allowed us to move to a new property on September 17, 2024. In the current home we are still waiting for work to be done on the gutted shower, two broken ceiling fans, and broken a/c unit, all of which I submitted work orders. I am still dealing with health issues after the mold exposure

  Business Response

  Date: 01/09/2025

  Pathlight has received ****** ******** inquiry and we apologize for not meeting their maintenance expectations. Our records indicate that there are two pending work orders for the fans (scheduled for 1/13/25) and shower (scheduled for 1/15/25), respectively. Further communication will come from the maintenance team. We apologize for the inconvenience this has caused the ****** Family. 

• Initial Complaint

  Date:01/04/2025

  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.

  We moved into a property from Pathlight Property Management on 09/09/2024. We signed a lease for a 3bd/2.5ba, 2028 sq ft home for rent. About 2 weeks after we moved in, a leak from the master bathroom occurred, and lead to water raining down in the living room below. On 09/28/24, we filed our first maintenance request for this leak. It is now 01/03/25, and the leak is still not repaired. Pathlight Property Management has changed vendors multiple times, forced us to pay full rent for a house that we can't even use 1/3 of the house for, and have exposed us to asbestos due to lack of communication with one of the vendors coming to the house to do part of the repairs. They have created confusion for us by creating multiple work orders, using multiple vendors, and not communicating with us. We are unable to use the master bathroom, as well as the entire floor below it. Pathlight Property Management has refused to give us any rent reduction, even though they have not provided us the house we signed the lease for (we cannot use the square footage we signed the lease for), but they have also violated our rights as tenants in the state of ********. They have failed to have maintenance complete repairs in a timely manner, they have exposed us to asbestos in the home, and they have still forced us to pay full rent. We have so far paid them full rent for 5 months, while still not even being able to fully move into or use the house we are paying for. We have also had to take off work to be available multiple times for vendors to come to the house. We were told by one of the contractors that this entire job could've been done in a week, but it is still not done and we are still paying full rent, Pathlight will not provide any kind of rent reduction.

  Business Response

  Date: 01/21/2025

  Thank you for reaching out! We want to let you know that Pathlight has received ****** ********* inquiry, and we sincerely apologize for not meeting their maintenance expectations. One of our friendly Resolution Managers has already contacted ****** directly and has processed a rent abatement credit of $7,149.38, which covers the time from when the leak was reported on 9/28/24 through the end of January. The credit has been approved and has posted to the ledger. We're happy to inform you that a work order has been approved and is scheduled for 1/24/25 to replace the flooring in the home. We truly appreciate your patience and are sorry for any inconvenience this may have caused.
  

  Customer Answer

  Date: 01/21/2025

  I have reviewed the business response and accept this resolution. While Im extremely disappointed that it took a complaint to the BBB for Pathlight to respond and remedy the issue, I am satisfied that a resolution has come about, and that months after moving in, the final repairs will be done and a rent abatement was granted. 

• Initial Complaint

  Date:01/03/2025

  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.

  We have not signed any paper work terminating our lease they are declining us to cancel our notice and add roommates and remove our selves even though no paperwork has been signed or served we legally have the right to add roommates recend our notice and remove ourselves everytike we call they tell us they are too busy to talk to us or they close our emails and never reply

  Business Response

  Date: 01/03/2025

  This is a duplicate complaint. The original complaint is 22710294.

• Initial Complaint

  Date:01/03/2025

  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 moved into this home on 1/20/24 and was told that he had an inground pool and spa in the backyard at the house and it did, and that was one of the best parts of the home having a pool for the kids and spa for me. I decided to go and relax in the spa but open up the top of the spa and there was mold and mildew on the side. I went on the app. and reported it to Path Light they sent a message back to me stating that they would send someone out to assess the conditions of the above-ground spa and provide bids for their review. Then he noted that the spa should have been removed before occupancy, and apologized for the oversight. Then he stated that now they're exploring the possibility of making it operable. Then on 6/28/24 Path Light decided to give me a $600 credit due to the spa not working for the first 6 months. Now they are telling me they are not going to remove the other spa fees because the Pool/Spa fee is just for the pool, not the spa. I explained to the **** that it was not far that I have to pay for something that Path light had removed from the property after being there for over 6 months she stated that she spoke with management and they said that the Pool/Spa fee is just for the pool, not the spa do to it should have been removed I explain to her that Path light advertised the Pool /Spa on the web site and my lease states that I pay $225 for Pool/Spa fees but she stated that it was only for the pool and they are going to charge me the $225 still even though I do not have the Spa anymore I am so done with this company.

  Business Response

  Date: 01/08/2025

  Pathlight has received Ms. ******* inquiry and our records indicate that this matter was resolved in June. Ms. ***** was provided courtesy/goodwill credits because the pool hadn't been properly cleaned. During that time, she was also advised by one of our Resolution Managers that the external jacuzzi should have been removed prior to moving in and it wasn't included in the Pool/Spa Fee of $225. All of the credits have been exhausted at this time. We apologize for any inconvenience this may have caused. 
  

• Initial Complaint

  Date:12/30/2024

  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.

  We were victims of Hurricane ****** on September 25/26. The home had 26 inches of water inside. We could see mold reached 35 inches once the walls were removed. We called after the hurricane to report the damage because it was much more than a simple work order, it wasn't just a damaged baseboard after all. Water had filled our entire home. We were told to use the mobile app and hung up on. We lost everything we owned and the lack of care was astounding. On September 30, we completed our notice to vacate as it was untenantable, but the reasons for vacating were prefilled options and we couldn't note that the storm damage was the reason for leaving. We paid rent for October, despite not having lived there one single day. Remediation began on October 6 and still hasn't been completed as of today, December 30. They ripped out the walls which allowed us to see the the mold growth. On October 2, the work orders for cabinets, countertops, flooring, and structural issues were canceled citing "Item not covered in lease agreement - Condition considered 'As-is' upon move in" They have now attempted to return $194.13 of the $4280.00 for our security deposit, citing the $3680.00 in rent ********** addition to this, they didn't maintain the pool in working condition. In our 5 years of residence, the pool was in working order for maybe 6 months total. As of September 27, 2023, the pump was noted by the pool tech not to be functioning. We have paid extra for maintenance and endured a new 3 - 4 pool pumps over this time. We want October rent returned, the FULL amount of our security deposit, and the refund we were verbally promised repeatedly when we brought up the pool issues as the work orders were unsuccessful I'm certain to prevent a paper trail.

  Business Response

  Date: 01/08/2025

  Pathlight has received ******** ************ inquiry,, and we apologize for not meeting her maintenance expectations. One of our Resolution Managers has reviewed the inquiry and submitted a credit request for the Early Termination Fee and October's base rent. An email with the details of the credit request was sent directly to Ms. ***********************

• Initial Complaint

  Date:12/27/2024

  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 has lied on multiple occasions, they ignore emails and inquiries for weeks, months, and sometimes never respond at all. We have just grown to accept that, but this time it is unacceptable. In the lease, it states that we must provide at least 30 days notice to terminate the lease early. We provided notice 38 days prior to the date we requested to move out. They informed us that on top of the early termination fee, they were charging 22 days worth of rent for insufficient notice. I tried multiple times to reach them through multiple avenues to inquire about why they were not honoring the terms within the lease. I sent messages through their portal, I sent direct emails, and I tried to call the only phone number I could find for the company. They make it impossible to reach anyone. They mark my messages in their portal as closed without responding, they ignore my emails, and no one will answer the phone at the general ***** number listed online after waiting for over half an hour. In an auto generated email about the notice to vacate, it listed an email to contact to change the move out date. Since they will not respond regarding the insufficient notice, I attempted to reach out multiple times in multiple ways to change the move out date to the last date on the lease so that it would not be insufficient and would not be an early termination. Again, I have gone completely ignored with no way to get a hold of anyone. All the messages I sent are marked as closed within the portal with no response at all. At this point it seems they are purposely ignoring my messages so they can collect fees. This issue is urgent, as the monthly rent amount is due in a few days, along with an approaching move out date that needs to change to the end of the lease. This company is a completely incompetent management company that scams people any way they can.

  Customer Answer

  Date: 12/30/2024

  The company reached out and changed our move out date. They also stated that they would not have been allowed to charge us insufficient notice fees per state law after they changed our move out date to the end of the lease. 
  please close out the complaint. 

  Business Response

  Date: 01/08/2025

  Pathlight has received ******** Podhimy's inquiry. Our records indicate that a member from the Move-Out Team has contacted the resident directly and updated the move out date to reflect 4/6/2025, which is the end date of the current lease term. We apologize for any confusion this has caused the Podhimy family. 

  Customer Answer

  Date: 01/10/2025

  I have reviewed the business response and accept this resolution. 

  The company reached out and changed our move out date. They also stated that they would not have been allowed to charge us insufficient notice fees per state law after they changed our move out date to the end of the lease. 
  please close out the complaint. 

• Initial Complaint

  Date:12/26/2024

  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.

  Moved into the rental property 11/09/2024, and manually transferred in utilities to avoid using the sketchy recommended service that automat. Received a failure to transfer utilities fee, and a bunch of utility recovery charges. Contacted support via the application with screenshots of all the account statements being up to date, with names, dates and account numbers included. I was contacted by Nyacka ******, who said to provide the images via pdf format for their team to review and promptly set the issue to resolved. Very suspicious, anyway. I uploaded the pdf to the app and Nyacka said she couldn't access it. I checked the file on the app and somehow the app changed it to an unreadable format. I tried uploading it again and this issue reoccurred. I even compressed the pdf in case it needed to be even smaller and it still occurred. I'm sure they're aware of this issue with the file uploader on their application, converting the files to an unreadable format. It's a bit of a run around so to speak. I asked Nyacka to email the pdf directly to her and we received defeaning levels of radio silence. We're paying on time and we're taking care of the rental property. No issues. This is a big red flag to us in terms of transparency. Can someone at Pathlight in a position of authority remove the failure to transfer charges made in error and the recovery fees? I provided screenshots which are 100% visible and accessible that show names, dates, account numbers to prove we did what we needed to pretty early to get ahead of this type of scenario. It's not my fault if the application is faulty and is corrupting pdfs uploaded to the app. Get your software developers on that.

  Customer Answer

  Date: 12/30/2024

  There is no phone or email option with this company, they force you to communicate with them through this app that has a ton of issues especially with uploading attachments. I am one of three residents at this property, everyone's name is on the lease, however billing usually is done under one person, the head of the household per say. We provided Pathlight with the head of the household's account information for all of our utilities which are up-to-date: Conservice, ***********, and Frontier. However they keep being obtuse about the charges, and said that they'll credit it next month. I asked for it to be removed, why are they doing a credit? I didn't ask for a credit. When I asked if the issue was rectified on their end so we wouldn't be charged the amounts again during the next billing cycle, ***** *******, told me it's not under my name so they're gonna do it again. That is preposterous and bizarre, we have them all of the information to prove we transferred the utilities. I'm convinced that Pathlight is trying to charge us these insidious fraudulent charges because they gave us our first month rent free as part of a new move in deal. They're trying to redeem that money and aren't the least concerned about how they go about it. I am so close to seeking legal counsel on this matter and would like it if the BBB made me aware of any class action lawsuits against this company that I can join.

  Business Response

  Date: 01/02/2025

  Pathlight has received ******* ****** inquiry. Our records indicate that the required documents have been received, and a credit for $50 is being sent from the billing department and should be posted to the resident's ledger in 2-3 business days. We apologize for any confusion and the inconvenience this has caused.
  

• Initial Complaint

  Date:12/20/2024

  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.

  For over the past year I have been corresponding with Pathlight about trees that were on their property that were hazardous. During the last hurricane both my husbands truck and my truck were hit by branches that caused damage. I sent numerous emails, there was contact with their property manager and phones calls. Pathlight is now avoiding answering any emails and property manager no longer communicates.

  Business Response

  Date: 12/26/2024

  Pathlight has received ****** ********* inquiry and have reviewed the reporting concerns. In regards to damage to personal property, which in this case are the vehicles, claims will need to go through their insurance provider for resolution. We apologize for any inconvenience this has caused. 

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:   Pathlight had over a year to maintain or take care of the trees. I do not want to use my insurance as my rate will go up. And then I am still responsible for the deductible. I am not using my insurance company. Pathlight has insurance on their property and we can use them or payment out of pocket. 
  per ********************;

  Sec. *****. - Legislative intent and declaration.
  
  
  (a)
  The city commission hereby declares its intent and purpose in adopting this article to protect the health, safety and general welfare of its citizenry and to enhance the properties and premises within this municipality by eliminating impinging growth, excessive growth of grass and nuisance weeds on developed lots, hazardous trees on any lot, the accumulation of unusable household items, trash, lumber or any other building materials or equipment for which immediate use cannot be established, tires, parts of vehicles or any other items which create a fire and/or health hazard or creates an unnatural breeding place for snakes, rats, mosquitoes or any vermin, emit noxious odors, or other unsanitary or unsafe conditions and in general appearance and condition, creates a slum appearance which tends to have a decreasing value effect on the neighboring property and premises.

   

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

  Customer Answer

  Date: 12/26/2024

  Please disregard previous message. Wrong info was sent. 
  Per insurance company 

   way to recover for damage to your vehicle caused by a fallen tree or dropped limb would be a claim against the property owner for negligence. Negligence generally requires that a person who owes a duty of reasonable care to another person violates that duty, causing injury or loss.
  One such duty of reasonable care is the duty of property owners or possessors to maintain their property in a reasonably safe manner. A property owner or tenant who fails to take reasonable steps to prevent other from being harmed by dangerous conditions on their property may be held liable for negligence under the legal theory of premises liability.

  I have a 2 years worth of emails sent. Calls placed about the tress.

  per the city codes 

  It shall be the responsibility of the owner of any lot to remove or cause to be removed any such hazardous tree on their lot, however the city is empowered at the owner's expense to immediately ***** a hazardous tree if it is determined by the city to be an emergency hazardous situation.
  

  I did call the city once. And they removed a hazardous tree. And put a lien on the house. Trying to not put another lien since there was communication with the contractor when these trees became an issue. 
  
  I am requesting for the insurance information to file a claim. 
  

  Business Response

  Date: 01/10/2025

  Pathlight has received Ms. ********* rebuttal, however Pathlight's stance remains regarding Ms. ********* personal property. She will need to file a claim with her insurance company for any damages made to their vehicles. 

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because:   I have asked for their insurance information and they are withholding this from me. They may stand behind their decision that I have to go  through my insurance, but I am filing a claim and want the propertys insurance company information. 

  Business Response

  Date: 01/23/2025

  Please note that you do not need Pathlight's insurance information to file a claim with their car insurance, and it will not be shared.
  

• Initial Complaint

  Date:12/19/2024

  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.

  We moved into a home managed by Pathlight Property management in July of 2023. Things were decent up until this point. On 12/4/2024, there was a cold front here in ******* so I attempted to use my heat setting on my A/C and the heat wasnt working. That same day the A/C lost power overall, with not even the thermostat working. I submitted a work order on that day. After that, I was told I would be called directly to schedule the appointment. I received NO CALLS, yet when I checked the work order status it stated they tried to contact me and were unable to. I finally got one call, missed it because I work a full time job and cant guarantee that I will be available at a random time on a random day to answer the phone. I was able to call back 2 minutes later only to be told that my assigned scheduler was no longer in office and she would call tomorrow. NO CALL the next day. I proactively called that morning and was told she was not in office yet and she would reach out when she was. She did not. The next day I look and see that the work order was closed due to them not being able to reach me. I put in another work order. Same process repeated. Someone finally called in the middle of my work day, I had to risk my job to answer the phone in order to get this process going because I had now been without A/C for over a week and I literally caught a cold due to being in a 60 degree house unable to regulate the temperature. We get the work order scheduled for 12/18 11-1pm. After no one showed up after 1pm I called the vendor directly who informs me he told Pathlight to cancel his appointments for the day because he does not have his work van. NO ONE INFORMED ME. I call again and ask them to escalate this matter as I feel it is not being treated with a sense of urgency. Its been TWO WEEKS with no A/C. I asked for a follow up on the escalation and STILL NOTHING. Now Ill have to play phone tag for another week in order to get this fixed.

  Business Response

  Date: 01/02/2025

  Pathlight has received PhDonshae *******' inquiry and we apologize for not meeting their maintenance expectations. Our records indicate that the **** work order was completed on 12/23/24 and one of our Resolution Managers has processed a rent credit for $1,156.50. Once the credit has been approved, it will be posted to their ledger and credited towards the next month's rent. We apologize for the inconvenience this has caused.