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

• 

  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:08/11/2023

  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.

  Since day 1 of renting from this place it has been terrible. They lack important communication skills and each time I call I can never get a straight answer.Last month I waited 15 days with a broken fridge before it ever got addressed. Today I have been waiting 30 days for a reimbursement charge for this issues. This company it awful to work with. They have far too many properties to handle and I heard from an employee of these saying that they cant handle the number of houses they take on and have nothing but bad review. Stay far away from renting from this company!!

  Business Response

  Date: 08/18/2023

  Hi ********. We strive to give our residents a positive experience and sincerely apologize that you did not receive effective communication and also for the delay in completing the appliance repairs. Pathlight can confirm that a credit adjustment of $575 was given to Miss *************************** on August 9, 2023. Our resident service team provided communication about the approved credit adjustment with the resident on 8/8/2023.

• Initial Complaint

  Date:08/10/2023

  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 lived in a home that I rented from Pathlight until March 2023. In April, I received my security deposit back with a $50 deduction which was in error. I immediately contacted Pathlight about the erroneous deduction, they investigated the issue and confirmed I was owed the $50. I was told I would be receiving a check. After it did not arrive, I contacted Pathlight and after many emails back and forth, I was told I would be receiving a check. Again, it did not arrive. This cycle has happened several times and it is now August. I have yet to receive the money that is owed to me and have been unable to resolve this issue despite my numerous attempts to communicate directly with the company. I have attached a 25-page PDF of the entire email thread dating back to April 2023, which notes the multiple times I am told that a check is on the way. I am requesting that Pathlight pay me the $50 they owe me.

  Business Response

  Date: 08/18/2023

  Hi ********. We do acknowledge that mistakes are sometimes made and the refund check was processed as of 8/16/2022. Our Security Deposit Resolutions team was in contact with ******** on 8/14. Pathlight can confirm that the check for $50 has been sent out through UPSP tracking number is **** **** **** **** 2013 09.

• Initial Complaint

  Date:08/08/2023

  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.

  We fell beind on rental payments and were in the eviction process. We asked several times for assistance and received no help. Finally, after many attempts to get an eviction process timeline, we were put in a situation where we needed to vacate our home in order to esnure we could secure other housing. We submitted our move out notice on July 21st for a vacate day of Aug 21st. Pathlight did not confirm our vacate notice until July 26th. We were supposed to receive a docusign for an early termination agreement. This did not happen. On Aug 4th, we received a "Fresh Start Program" offer via ***** overnight mail offering to wipe all of our past due balance out plus pay uis $7500 to recoup moving expenses if we agreed to move out of the home by Sept 15th. I called to accept this offer only to be told I dont qualify because we had already submitted our intent to vacate. After multiple attempts to understand why we do not qualify, we are simply told "yopu just don't because you submitted your vacate notice already". This program offer was drafted 2 weeks after our vacate notice was submitted, so it makes no sense as to why we wouldn't qualify. We are doing everything the program asks for which is to accept the offer by Aug 15th and move out by Sept 15th. I have receive no legitmate explination. They just now sent my early termination docusign agreement today, Aug 8th which I have not and do not plan to sign until I get recourse for this offer.

  Business Response

  Date: 08/18/2023

  Hi ********. Pathlight strives to provide the best customer service to our residents in all aspects and wants to ensure that this discrepancy is resolved. Pathlight has further discussed the fresh start program with the ****** household to advise we are honoring the offered program as of 8/14/23. In review, the residents have since vacated the property as of 8/11/23 and additional communication of the process has been provided to the resident directly.

  Customer Answer

  Date: 08/21/2023

  We are supposed to meet with Pathlight tomorrow in person to exchange the handover of the home, however no one is communicating a timeframe to meet. It is 6pm and we're supposed to meet tomorrow. I've called 3 different phone numbers and emailed to find out a meeting time and have yet to receive a response. I will not close this case out until the offer has been fully executed.

• Initial Complaint

  Date:08/07/2023

  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.

  Upon moving out from **************** managed by this company, I telephoned 4 times to inquire about what needed to be done and received no answers. It was my suprise when I was hit with move out charges as presented in the emails attached. Not only was the company slow to respond, they would not refund the charges from the security deposit even though I provided them with the evidence they wanted in order to get rid of those said charges. I wish to be refunded the remaining $300 from the paint and $150 from the yard charges as will be seen in the attachment email conversation. It has been poor communication from the start with this company and has taken over a month since my first email was sent to get them to address the issues.

  Business Response

  Date: 08/17/2023

  Hi *******, Pathlight can confirm there is currently an active dispute between our Resolutions team and the ****** family. Upon review of the disputed item, we reviewed the reversal for the amount of $362.50, to remove paint and trash with the supporting images provided. We can advise ******************************* to wait for a response from the Security Deposit Resolutions team for a final decision on their dispute, and an update will be provided through email on file.

• Initial Complaint

  Date:08/07/2023

  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.

  I Have several issues. 1. I am being charged monthly to be in an Air Filter Program. However I have never received an air filter in the 3 years Ive lived here. I would like a refund of the money I have been charged. 2. I have had a work order in about my HVAC unit since the beginning of April. They have sent people out but no repair has been made. Its now August. 3. The biggest concern is that I have over 40 bats living in the attic. They are aware because they have sent 3 people out. 1 gave a quote. 1 refuses to do the work for the company out of fear they wont get paid. 1 was not even a wildlife removal company and turned down the job. Ive called, emailed and sent questions thru the app with no response at all. They are aware that it is a health hazard for me and my children because all the companies that have given quotes made them aware that the insulation in the attic is full of p*** Bat p*** is extremely toxic. They are also aware that I have a severe asthmatic child living here because I have made them aware. I pay an extremely large sum of money for rent. Always on time. I take care of the home. I dont understand why it is so hard to get issues taken care of. Especially the major one of Bats in my attic. Ive sent pictures. Videos and again 3 companies have confirmed the severity of the situation and still we are getting zero response from Pathlight. With all the negative reviews and complaints filed Im not sure how they get away with this. I reached out to the health department to inquire. They can literally condemn the house but then where will me and my children live? I cant pay rent for two places. Something has to be done immediately. *** spoken to a lawyer, if we get sick there would definitely be a lawsuit. Why does it need to come to that? Why cant they just take care of the issues in the properties that they manage? IfI didnt pay my rent, Id be wrong? yet they are allowed to get away with not fixing issues that are health hazards?

  Business Response

  Date: 08/17/2023

  Hi ****. We do apologize for the experience the ***** family has received, and we hope that their experience is more positive moving forward. Additionally, in review, the air filter program includes a monthly $15 **** filter charge; however, the resident has not been charged during the term of the lease. Pathlight can confirm the **** work order was repaired and completed on 4/5/2023 and recalled on 8/8/2023, the vendor confirmed they replace the blower motor and wheel. Our maintenance support has provided communication to the resident on 8/17 to advise pending to coordinate with animal control due to special service as the animals are considered endangered bats. Pathlight's resident service team members will be in communication with Miss ******************* in regard to the outstanding repair until the work order is complete.

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because:   The vendor they reached out to and told to find a wildlife removal is not even a pest control vendor. Why would they need to find a wildlife vendor when you can call and get the wildlife removal and restoration company out. THIS IS A HEALTH HAZARD for me and my children. You can been given photos from Terminix of all the bat f**** in the attic. It is not safe for me or my children. Especially my asthmatic child. It doesnt matter if you stay in contact with me about it if you are literally doing nothing. *** found several places that will humanly remove the bats and do the recommended restoration. Why are you guys having such a hard time? Or is it the price you were given by the two actual wildlife vendors? And thats why now you have contacted a vendor that doesnt even do wildlife, or pest control. I spoke with that vendor and they told me you told them to call a wildlife vendor. That makes no sense and quite frankly Im uninterested in you vague response. I want the bats out and the restoration done. 

  The blower on HVAC was finally replaced. However the vendor told you guys that the A/C unit was in bad shape. He also told you the blower motor was full of paint and wasps and that the air ducts needed cleaned out. None of that has been done and the work order was closed. Now its 99 out and the unit is barely keeping up. Shall we just wait until it goes out completely? Or wouldnt you think if an HVAC tech says it needs fixed, then it should get fixed? 

• Initial Complaint

  Date:08/07/2023

  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.

  On June 21, 2023, I notified PPM of my intent not to renew my lease which ended on 8/3. During that phone call, I provided my updated email address. The representative entered my email address incorrectly. I called back on July 3, 2023 to notify them I was unable to get access to the app after updating my email and that I never received my Notice to Vacate. There were calls on 7/5, 7/6, and 7/12. I asked to be transferred to the collections department to pay July's rent at which time the representative stated they would not take the call, they would email me instructions to get into app to make my payment. Of course, they have still, to this day been unable to get my email spelled correctly. During the last conversation I had with Pathlight Property Management, I demanded to speak with a supervisor. A man in an unmarked white van showed up with no notice to the property to take photos of the house where my minor children were. He asked the adult watching them if he could take photos of the backyard and apologized if we were unaware of his visit. He stated he had been to multiple properties and had the same experience of residents being unaware of his visit. When I called PPM, the representative stated there was no move out notice on file. Who was this man at the house then? After I questioned more and demanded she spell the email where the notice to vacate had been sent, she acknowledged the notice had been emailed to the wrong email. She then proceeded to email a new notice to vacate to the wrong email AGAIN. I demanded to speak with a supervisor. After holding for several minutes I accepted a callback from "****". I received no call back and my husband received an email demanding payment of $4,802.24. I am sure this includes late fees despite my having attempted to pay my rent and multiple reps being unable to spell my email address correctly or make it possible for me to get into the portal.

  Business Response

  Date: 08/17/2023

  Hi *********. Pathlight can confirm on June 21, 2023, that communication with the resident to provide a written request for a notice to vacate, and no written request has been received. On July 13, 2023, communication with our support team informed the resident to forward the original email providing their written notice they would not be renewing, but still no written request was received. Additionally, if there is a balance of $500 or more, as well late fees are system generated on the account for any remaining balances on a ledger after the 5th, and notices and action towards eviction filing/case will begin; however, on July 3, 2023, our rent team spoke with the resident to confirm portal access is available and other methods to submit payments. In further review, the ******** household can provide written notice by sending it to ************************************ should *************************************** decides to give a vacancy notice.

• Initial Complaint

  Date:08/04/2023

  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.

  Pathlight manages the rental house I am renting. We have had a mold problem that they have been aware of since 6/22/23, it is now 8/4/23. I noticed mold in one of my 2 bathrooms on the ceiling/walls. Put in a request for mx and they sent someone out to check it 6/22. I was told we had extensive mold and water damage. Pathlight had the ceiling removed (leaving a hole up to the attic). In *****, in 100+ wx. I could not use the bathroom and it has been making it hard to keep our house cool as there is a massive hole to the hot wx. They scheduled multiple companies to come do the work. Ive had 11 days of appointments that *** had to be home for, and I was just told that the work needs to be completely redone as there is still mold and water damage (told this after they already built a new ceiling). Still waiting on mold to be removed, but they dont schedule anything without me calling every day.Appointments -Testing, we were told the ceiling, portion of the walls in bathroom as well as moldy insulation in the attic needs removed 6/22 -Fixed Leak 6/23 -Removed the Ceiling and what they said was all the water damage, installed fans to dry out the house (couldnt do anything or be in most the living spaces because it was so loud) 6/30 -Removed fans 7/3 -Measured **********/8 -Installed 1/2 ceiling 7/13 -Finish/Paint, NO SHOW 7/14 -Finish Installing other half 7/28 -Finsh/paint, but says whole thing is moldy still and need to start over 7/29 ************ to do work, NO SHOW 8/2 ************ to do work, when he got here he didnt know the whole bathroom needed to be redone so he just took pictures and left 8/3 I just want the water damage fixed, and a usable, safe bathroom. And for them to reimburse me for my time, no bathroom (as paying to have 2), loud fan days making the house hardly usable, wasted 12 days of sitting at home waiting for them, wasted countless hours on the phone scheduling things because they will not, and increased utility bill due to A/C strain.

  Business Response

  Date: 08/15/2023

  Hi ******, Pathlight can confirm that we have been in contact with this resident regarding updates on the related work orders on 8/13/2023. We can also confirm the completed work for remediation was complete as of 8/15/2023. Pathlight can offer a goodwill credit for the inconvenience of the delays in repair since completion, our resident service team will be in communication to provide updates. Additionally, there are no recent work orders for HVAC concerns, and ask that you create a work order in the My Pathlight app or Resident Portal to properly address repairs.
  
  

• Initial Complaint

  Date:08/04/2023

  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.

  My family and I have been living in one of Pathlights properties for 4 years. During this time, we have faced inhospitable living conditions that have seriously impacted our quality of life. Despite repeated attempts to communicate these issues to Pathlight, they have not taken any significant actions to address and resolve the problems, in a timely manner.Furthermore, we were assured of an abatement credit to our account as compensation for the inconveniences we faced. Our house was a construction zone for 7 months. Without 2 bedrooms,a garage, an enterior landing ,2 bathrooms,and the interior staircase in the house Starting December 2022-with work not completed until end of June 2023. Multiple vendors walked off the job and left our house as pictured. We had an infant, elderly father and special needs adult unable to properly function in the home. However, Pathlight has failed to honor this commitment, leaving us in an even more distressing situation. Every attempt to contact managers or someone to get an answer is met with we need to follow up. This has been going on since 04/2023 when the credit was stated to have been requested the first time. We currently have a huge balance on our account from the failure to follow through with the abatement for 7mo of a dangerous inhabitable home. We have been left feeling neglected, frustrated, and powerless throughout this entire ordeal, The emotional suffering due to pathlights negligence has taken a huge toll on our family. We have documented all correspondence and attempts to resolve the matter amicably, but our pleas seem to have fallen on deaf ears. I have date stamped correspondence to corroborate all statements made.

  Business Response

  Date: 08/15/2023

  Hi ***** We apologize you did not receive effective communication previously. Upon review, Pathlight completed the plumbing repair on 12/28/2022, then began the flooring in one area that was completed on 4/18/2023, and the other area was completed on 6/6/2023. Our resident service team has confirmed remediation was completed on 7/24/2023, and exterior and structural repairs were finished on 8/12/2023. Pathlight will be providing a goodwill credit as the repairs are complete and apologize for the delay in response time, and we hope to improve the ******* family experience with us in the future. Our resident service team will be in contact with the ******* family about updates on the pending credit review. 

• Initial Complaint

  Date:08/03/2023

  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.

  Pathlight has continued to charge me after I have moved out. I was given an eviction date of 07/18/2023 and Pathlight charged me rental charges for the month of August. I completely vacated the residence on 07/18/2023 and am no longer residing at this address. I need those charges removed.

  Business Response

  Date: 08/15/2023

  Hi *****, Pathlight was advised of the vacancy date on 07/18/2023 with the terms of the notice received. We can confirm during the vacant occupancy check on 8/10/2023, the home was not occupied. Our Security Deposit Resolutions team will review the vacancy dates and determine a resolution that satisfies all parties involved as it relates to the disputed charges toward the outstanding balance. Lastly, the resident will receive a security deposit accounting letter mailed 30 days from their move-out date, or in accordance with state law. This letter will include an itemized list of any credits or deductions applied at the time of move-out.

  Customer Answer

  Date: 08/15/2023

  I am rejecting this response because:  charges of 5k were continuing to be charged and the 3k deposit will automatically deducted. *** already contacted a lawyer and is currently in process of issues with this company. 

  Business Response

  Date: 09/18/2023

  Hi *****. Thank you for your patience as we make the proper adjustments for August charges as of 8/23/2023. If **************************** feels there are discrepancies, the resident can dispute any charges they feel are unfair and email *********************************** to begin a dispute claim and include any supporting documents and/or images.

• Initial Complaint

  Date:08/03/2023

  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.

  We have been renting a property from Pathlight for over a year now. Any maintenance work we have put in has taken months to get done and weeks to even get a response. This company has the worst communication and resolutions. We have been without A/C since May 25th , 2023. I have put in multiple requests and calls. They sent people over twice that were clearly unlicensed and had no idea what they were doing they expressed that to us and also ruined our unit even more even after offering to fix ourselves being a licensed professional. Reaching the highest heat in summer that weve had in a long time (106) We have had to rent portable units just to stay barley comfortable. I have 4 children, 2 of them toddlers and all 6 of us were sleeping in 1 room. My electric bill is 3 times the normal amount because of how much we had to have this unit running. My lease states they must provide us with a safe and healthy living and also must provide A/C. I sent a 7 day notice by LAW stating they had to fix it within the time frame or I can withhold 1/3 of my rent. I have also sent receipts for the unit. Mu A/C was not fixed until July 29th and after all this I have 3 late fees on my account and a 30 day notice from them. They have done nothing to help us in this situation , no answers from anyone and have refused to ***** me rent for **** and July and reimburse me for the portable unit I had to rent for 2 months. This is unacceptable and I will be taking this to court with all my paper trail and documents of this case if something is not resolved.

  Business Response

  Date: 08/15/2023

  Hi ******. Pathlight can confirm a work order was created and has since completed the **** issue as of July 30, 2023. Pathlight does apologize for the delay in response and repair time. Our resident service team will contact ***************************** to discuss a goodwill credit to the account ledger for the inconvenience and delays to improve their experience in the future.

  Customer Answer

  Date: 09/07/2023

  I am not satisfied with this. My A/C has been fixed I stated in my original complaint. It was fixed 2 months after. They broke their lease by not providing us with air in a timely matter so by law I withheld 1/3 of my rent for the months and sent signed documentation to them stating this would be done if it was not fixed in 7 days. Now I have a high balance and late fees because they refuse to accept this or reimburse me for the unit we had to rent to stay comfortable. I have 4 kids and all of us were sleeping in one room with a small unit we rented.