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:04/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 moved out of this place in April of 2023- upon moving out all things were done as requested by the property. I started reaching out about not getting my security deposit back and nobody got back to me. I forgot about it until in about February the manager reached out to me asking if i ever received it. To which i said no and she said she will follow up and it will be out asap. never hearing from her again i have emailed 3 times since February to follow up, i have called. the place is ghosting me with absolutely zero intention to help me get my money back or provide any other person/owner to contact about this issue.

• Initial Complaint

  Date:03/15/2024

  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.

  I've been contacting this business for about 4 months concerning my heat being out. They turned on the emergency heat a few months ago and informed me they would come fix it asap. I called to inform them several times that using the emergency heat will/can cause the electric bill to increase and could they please hurry and fix the heat. I was informed that they would. Several months later and I'm still having to use the emergency heat. I called and asked will I be reimbursed for the increase in the light bill and was informed that I can be if I provide the bills over the past month. I've basically gone through the whole winter with a broken HVAC. That's fine but now we're headed into spring and the temperature in my homes has been 75 degrees. I'm unable to turn the air conditioner on because I was informed by maintenance, if I turn the emergency heat off, it will not come back on. I have to just sweat all night and this us unacceptable. Now it's time to renew my lease and I get a message that the rent is increasing. That would be fine if I had an HVAC that worked. I've been getting the run around on this situation for too long. I've even asked to speak with the owners of the complex to no avail. I'm not one to complain but this is bad business practice. I've lived here for 4 years and this past year has been the worst yet. Nothing gets done in a timely fashion and it's hard to get someone in the office because they leave early every day. Something has got to be done and I don't want to get lawyers and the court system involved. Also, when I moved there, I was informed that every year when I sign a new lease, my floors would be shampooed at no charge. Well, my floors haven't been shampooed in 3 years because they say that can't find anyone to do it. UNACCEPTABLE. This place use to be a great place to live but now they're steadily raising rent prices but decreasing their value.

  Business Response

  Date: 03/22/2024

  Thank you for reaching out to let us know that previous repairs were unsuccessful and giving us the opportunity to return and complete the repair properly. It is our understanding that the maintenance team was able to completely resolve the issue on 3/15/24 after you contacted us. Please follow up with the corporate office at ###-###-#### if this issue with your HVAC unit continues. 

  Customer Answer

  Date: 03/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** *****

• Initial Complaint

  Date:07/03/2023

  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 contacted the property inquiring about renting an apartment out from them. In the process of getting information they told me I had to do a online application they also told me that it was a waitlist on 8/3/2022 the account was created, the application was submitted with a 32 dollar deposit. On 8/08/2022 I got a email corresponding they got it and sent me and sent a copy of the application, in addition on 8/10/2022 I got a pre-approval letter stating that I was pre-approved and that I was waitlisted I contacted the property to get more information and clarity. I waited and waited. Then I received a email on 11/2/2022 if I was still interested please reply back I did reply immediately and called they said they had a few units coming available and they was still seeing if people was interested I said truly indeed. I called today 7/3/2023. And was told that since my application as done in 2022 I have to resubmit and pay and additional 32 dollars. Even though I was waitlisted

  Business Response

  Date: 07/03/2023

  Application was processed on August 8, 2022 and the non-refundable application fee of $32 was collected from applicant. No deposits were ever paid by applicant to place a unit on hold (if an apartment was offered in November). All application results expire in 6 months, and therefore must be re-screened and new application fees paid. This is our company policy and the industry standard when handling application screening results. 

• Initial Complaint

  Date:02/02/2023

  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 encourage people to look at all the reviews online for this place. I requested my security deposit after 45 days (per VA law landlords should refund the tenants 45 days after vacancy with an itemized statement for any deductions). She was told they are were allowed 60 days so they would have to send a request to the home office. I moved out in November and NOBODY has contacted me about my deposit. They always make excuses. The premises was vacated at the end of November. I asked the home office to send the refund to my daughter’s address which was at North Pointe, as well. Two weeks ago my daughter moved so I went to the office again and gave them my new address and I have not heard from them. This place is trash and they do not expect people to dispute with them. You can tell by how they treat their tenants.

  Business Response

  Date: 02/09/2023

  We want to apologize for the poor communication since there was an expectation that there would be a refund. Per our recent conversation, there was a month of rent missed so there was a balance owed upon move out which we used the deposit for. We are sorry this was not communicated up front. Please do not hesitate to come by the office or provide the tenants email so we can share the ledger with you. Thank you

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have bank statement which proved I never missed a month of rent, and also if I did miss one why did I never receive a notice or anything? I had a prorated rate the first month of moving into 700-201. And then I was not allowed to renew my lease without any reason given or response from Mr. ***, whom had no problem responding to me when I contacted you guys. Also I was told I had to be out of my apartment by November 30. Which I was. So I cannot be charge for decembers rent. And also I have the pictures of the negative balances from your portal because you guys had no rent on there to charge for oct and November. So please provide what month of rent wasn’t paid.  Regards, ******* *********** 

  Business Response

  Date: 02/15/2023

  We apologize for any confusion, but we will not discuss details about your ledger on this website. Please come into the office so we can show you the month missed. We did not charge for December. We look forward to solving any of your confusion. Thank you North Pointe Apts

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This issue has not been resolved. Although, I feel like they broke the law and have been making me go through more than I should legally to retrieve information on where my deposit money has been allocated, it seems like we are getting closer to a resolution. I took my bank statements down to North Pointe apartments today. I talked to ***** and she agreed that I made all my payments after she looked at my bank statements and money order receipt. This is also what she informed you when you called to verify this information. ***** said that she would forward the information that I provided to her corporate office and she suggested that I follow up with ***** ******* in a week to check the update. Thank you for helping and following up with me on this matter.  Regards, ******* *********** 

  Business Response

  Date: 03/16/2023

  We have sent the consumer a refund check in the mail. She should recieve the check within the next 14 busienss days.

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ***********

• Initial Complaint

  Date:04/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother moved in November of 2021. When she turned in her move in papers she informed the complex about her air not working. A week or so went by my mom left messages and went by the office and received no update or call back. The only way my mom was able to get in touch with somebody about it was by stopping the maintenance workers and asking them to look into it. Multiple times they added refrigerant but that was a temporary fix. The last time they looked at it they said that she needed a new unit. She has tried to get in contact with the complex multiple times via message, text, voicemail, and going down there but nobody is ever around. Finally, she sent a text last weekend and they responded stating that they will put in a work order..........she has brought this to her attention multiple times. She has also contacted them and the sheriff's department multiple times about her neighbor upstairs harrassing her throwing trash on her balcony. She's contacted the sheriff's dept multiple times regarding this and the apartment complex and nothing has been done about it.

  Business Response

  Date: 04/19/2022

  We have recently changed our management staff and our new manager has advised me that a HVAC contractor will be out there today to fix the issue. We hope that you can tell the difference in our new staffing. Thank you