Complaints

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• Initial Complaint

  Date:07/16/2025

  Type:Facilities 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.

  Listed in the lease, it is stated they are responsible for all repairs and lawn care. From what we’ve been through so far is nothing short of neglect, disrespect, and laziness.
  1. Our apartment has been without proper air conditioning for almost a year with no immediate action taken or proven that they are working to repair it. We hear one thing, then we proceed to be ghosted for extended periods of time with no updates. We are still without proper air conditioning as stated on the lease.
  2. The lawn care has been terrible. They won’t maintain it for very extended periods of time, leaving it to be up to my knees. When they do come for lawn care it is extremely hit or miss, leaving big patches either still very long, or down to the dirt. Yesterday I came home from work to it the worst it’s ever been and the grass being sprayed all over the front of the residence and front door.
  3. I have reported many other things within the residence that need fixed and I am replied with “it’s fine” or “we’ll fix it” and no course of action is taken to correct the issue.
  If we could either force them to fix these things, get a refund/rent reduction, or even relocation, that would be truly wonderful!

  Business Response

  Date: 07/24/2025

  We appreciate the opportunity to respond and take all tenant concerns seriously. Silverheels operates with ethical, moral, and legal standards and strives to communicate transparently within the limits of our role as managing agent.
  While we understand the tenant’s frustration, it is important to clarify that Silverheels acts on behalf of the property owner. Decisions related to repairs, lawn care, and funding are ultimately at the owner’s discretion.
  Regarding the air conditioning, our maintenance team promptly responded when notified. A technician assessed the issue and we submitted repair estimates to the owner. The owner chose to delay full repairs and instead instructed us to provide a temporary AC unit, which was installed at the tenant’s requested location. Per technician notes, the tenant expressed appreciation at the time and was informed that future repair decisions would be made by the owner.
  Lawn care is managed by a third-party contractor hired directly by the owner and not affiliated with Silverheels. We understand the concerns about service quality and are happy to pass that feedback along.
  It is also important to note that emergency issues such as gas leaks, heating loss during winter, or lockouts are treated with urgency and addressed immediately, regardless of owner approval.
  For all non-emergency maintenance, Silverheels documents requests and forwards them to the owner. Without owner authorization, we are limited in our ability to perform repairs.
  We remain committed to supporting communication between tenants and property owners, but the timing and extent of services are ultimately beyond our control.
  Sincerely,
  Silverheels Property Management, LLC