Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at ******** at **********, ********, ******** (Morton G Thalhimer property) for 6 years. I recently moved out and asked for my security deposit back, which was $1195. However, I only received $1065 back and was told that $130 was used for carpet cleaning . When moving out, I was given the option to either get my carpet cleaned with a professional cleaner and leave the receipt on the counter when leaving or it would be deducted from the security deposit. I chose to get it cleaned by a professional cleaner and left the receipt on the counter upon leaving. However, I was still charged and it was deducted from my security deposit. I have approached the manager of Terrace at ********** a couple of times regarding this as well as their headquaters, however, I haven't received any reply. This is an unacceptable practice. It's shameful that Thalhimer is such a big group and resorts to such despicable practices to rob people. I regret residing at ******** at ********** and will not recommend anyone to reside there.

  Business Response

  Date: 08/20/2024

  Attached is our response to this complaint. Thank you,

  I left a message for her yesterday and just sent the follow-up email. I will credit her carpet charges
  back today. I let her know the request has been submitted, and I will follow up with confirmation as
  well.
  
  

  Customer Answer

  Date: 08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  Date:06/20/2024

  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.

  I was informed that there would a water bill added to monthly rent. Upon moving to property 8 years ago water and gas was free. I have decided not use wash machine anymore. Due $25 charges for water . Threaten with an eviction. I need to be showed proof with a billing statement about the water usage

  Business Response

  Date: 06/27/2024

  Good morning, we have attached the response to complaint #********. Thank you, and please let us know if you require additional documentation. 
  
  

• Initial Complaint

  Date:04/23/2024

  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.

  Apartment complex has non working call boxes to be able to get in your own building and has a disconnected emergency maintenance line so you cant call maintenance to get in in case of emergency. Locked outside at 330am in 37 degree weather due to this.

  Business Response

  Date: 04/29/2024

  ****************** reached out to the property via our Mobile Doorman app on 4/23/24 at 3:12 am, again at 3:12 am, 3:24 am, 3:34 am, 3:48 am, and 4:02 am to let us know that he was unable to get into his building using his code. (See attached) He did not mention anything about his key fob. The messages that come through this app are monitored by the office staff during business hours. He also put in a service request regarding the issue.
  
  I returned the residents call at 9:22 am on 4/23/24 and left a voicemail. As of 3:20 pm on 4/23/24, I have not gotten a response from him. I also tested the emergency line, and it worked fine. I looked up the phone call from ****************** on Simplicity and it showed he called the office at 4:49 am and hung up after 6 seconds. There were no other calls from him to the office during the night. There was no message left and no attempt to reach our emergency after hours maintenance staff. (See below)
  
  My service manager has checked the call box and determined that the fob access was working fine but the process to use the code had to be reset. This has been done and the call box is working at this time. Again, the resident was always able to use his fob for access.
  
  Thank you,
  
  The Station Management
  
  ************

• Initial Complaint

  Date:05/08/2023

  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.

  GEORGETOWN Over the past few months, *********** husband have been the center of repeated vehicle vandalism. We have a 2022 ****** Tacoma, a 2019 **** Fiesta, & a 2012 Harley ********* The truck within the month of getting it began getting keyed, damage to the hood, bumper, & left harassing notes on the window which is at almost ***** dollars now in repairs. My husbands car has been the target of *************** We have video evidence, it was recorded by a Ring doorbell, however, the face cannot be made out. Additionally when paving occurred & I had to move my motorcycle someone purposely flipped my motorcycle over in the direction where it would take force & not be bumped by another vehicle and I wasnt given proper notice by the office in order to secure my motorcycle in a timely manner. This is 5 different occurrences, I have police reports, & photos of the damages, as well as video of the single incident with the ****. We spoke with the police officer and he suggested this be filed as a targeted attack on the two of ** being in the ***** When this began the office waited over a week to send out notices, & no further action was taken by them. Recently the paving dates were altered on 3 different occurrences, without 24 hours notice ahead, forcing me to leave a working engagement in ********. The office kept changing the dates, and locations of the paving constantly. This caused me to not have a proper area to secure my motorcycle and ensure its safety. The next morning the bike was flipped over deliberately, again notified the *********** took days for any communication with a refusal to assist or provide ANY resolution. I asked about leaving & office was also unreasonable in options, even though we are a targeted due to being a LGBT couple. They refuse to let ** speak to the owners. We no longer feel safe, its causing unnecessary anxiety, we cant leave our homes anymore without some type of stress or anxiety worrying if our animal is safe at home anymore.

  Business Response

  Date: 05/16/2023

  As a follow-up, we are awaiting comments from the owner of the property, and hope to have a full response uploaded by end of day tomorrow. Thank you, ******************, Director of Communications.

  Customer Answer

  Date: 10/19/2023

  I had previously complained about my unit located at ************************** and wished to be released from my lease on amicable terms. From what I understood from ******* it appeared that is what was done, until the other day when I received a bill for the floors to be redone TWO months later after I left. They are claiming pet urine and several charges to repair, this is not technically correct. My cat (14 at the time) had two accidents shortly before he passed which we immediately took care of. However, the move out form is claiming they had to do all of these repairs despite REFUSING to come fix my unit with the mold issue we found behind our bed which we lost, they waited two months to send any notice which appears as retaliation after all this time. Our vehicles endured over 4 thousands dollars in damages (we have police reports) and ******* refused to arrange a meeting before we left even though our lawyer had suggested it. We are being billed for ServPro which would be required for the mold we notified ******* of before leave I have e-mails to prove, she claims it for the cat. I checked and this was for the ENTIRE home, she left us in mold. Enclosed below in screenshots of the mold ******* allowed us to live in during move out, I have photos of other tenants units with mold growing out as well. Additionally even though boxes and items are in the photos you can see the corner where our cats litter box was and see NO urine damage exist. We believe this be a form of retaliation on behalf of the office because we had to depart for our safety. The office refused to do anything to help, except bill us. ******* even suggested once during the vandalism that we not allow my husband to go outside dressed in drag since he is a drag performer. Added all of these issues together on top of the *********************** send over two months later it appears to be just that, retaliation.
  
  Regards,
  
  ************************************************
  
  
  
  
  

  Business Response

  Date: 10/25/2023

  October 25, 2023
  
  Better Business Bureau
  **************************
  *********************************************************************************************
  
  Re: Case #: 20032269 
  
  Dear *****************,
  
  Thalhimer, **** is in receipt of your follow up letter dated October 19, 2023 with the above referenced case number. Morton G. Thalhimer, Inc. was established in **** and one facet of their business is managing residential apartment communities. Thalhimer strives to provide clean, safe, and affordable housing to its tenants, and believes it has done so in the complaint lodged here.
  
  In reviewing the supplemental complaint, Morton G. Thalhimer, Inc. categorically denies any and all of the allegations lodged by these former tenants. Never did any employee or agent make derogatory, homophobic remarks to anyone, nor was anyone ever singled out. In fact, Thalhimer agreed to release the tenant from their lease without additional rental amounts being due. This gesture of goodwill was driven by Thalhimers desire to make every tenant feel comfortable and at home in their community. No additional rent or termination fees were charged post moveout.
  
  This follow-up complaint to your organization was lodged only after the tenant received their move out charges.   During the turn process, management was shocked to discover the foul smell of cat urine permeating the unit.  The acidic urine ruined the units hardwood floors. Thalhimer had to engage ******* to remediate the smell, which to this day can still be detected upon visiting the unit.  
  
  In a final effort to put this former landlord/tenant relationship behind them, Thalhimer has now chosen to write off the Servpro bill, along with the damages the tenants cat(s) caused. Further they will be refunding the tenants security deposit in its entirety. There is absolutely nothing more that we feel we can do here.  We wish these tenants well.
  
  
  Very Truly Yours, 
  
  *************************
  Portfolio Manager 
  
  

• Initial Complaint

  Date:06/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 100 dollars in holding fee for *********************** apt in July 2021 still til this day June 8 2022 have not recieved my holding fee back that was told to me I will get.they keep giving me the run around it sad they would steal money from people it been a whole year and they can't tell me where my money is.

  Business Response

  Date: 06/15/2022

  June 15, 2022
  
  BBB Serving Central ********
  100 ****************, Suite 100
  *******************, **  23059
  
  Re:  BBB Case #********-Morton G. Thalhimer, Inc.
  
  
  To Whom It May ********************** accept this response to the above-mentioned complaint.  ************** contacted us in mid-May of this year on behalf of her father who paid the holding fee mentioned in her complaint.  After doing some investigation it was determined that the funds were misallocated in our software system and we had to investigate where the funds went and how to make it so that we could refund the money to him.  This process involved several people trying to determine what happened and how to fix it, hence the few weeks delay in getting this resolved. The situation has been resolved and the check for the refund was mailed out on June 9th, 2022.  We have attempted to contact ************** via phone to confirm she has received the check,but as of this writing we have not heard back from her.
  
  Sincerely,
  
  ************************
  Portfolio ManagerTell us why here...