ComplaintsforHorizon Realty Group

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My unit was uninhabitable and depart of building forced them to get me hotel. I have it in writing they would pay me up $200 per night for hotels. They owe me around $900 and have refused to pay me back. They are ignoring my emails/calls. I have proof of emails and receipts for hotels. They also never paid me back my rent for **** I didnt have place to stay for weeks since my place had leaking water in bed room, about two weeks no heat, one week no water about, two foot hole in ceiling and leaking roof in living room. There was a lot mold too. I would like my Jan rent returned - 1650

  

  Business response

  02/26/2024

  Dear BBB of ******* and Northern ********:

  
  We have not ignored any of the Complainants emails of phone calls. Every communication has been returned, including responding to the Complainants negative ****** review.  In addition to the on-site property manager, there are at least 5 individuals at our corporate office that have communicated with the Complainant.  Our response to the complaint is as follows:

  1.         Horizon concedes that there was a significant leak in the ceiling of the Complainants apartment.  The leak was initially contained to a closet,but subsequently spread as time went on. The apartment is situated on the top floor of an apartment complex directly below the roof.  Unfortunately,the heavy rains in early January followed by a 2-week polar vortex in ******* made an immediate and permanent roof repair impossible to complete.  Efforts were made to mitigate the leak with temporary roof repairs.  These measures were largely unsuccessful due to the extreme 30 degree below-zero wind chills,heavy snow and extremely dangerous outdoor temperatures.
  2.         As soon as it became evident that a timely roof repair would not be possible, Horizon offered the Complainant a host of opportunities to relocate to a larger and superior apartment within the building or another Horizon-managed property in the neighborhood.  Despite the fact that Horizon offered to assist with the move, maintain the same lease terms for superior accommodations and provide additional relief, the Complainant refused each opportunity presented over approximately a 10-day period. At no time during that initial period was the apartment uninhabitable,and there was never any known mold present in the apartment as the Complainant alleges. 
  3.         Subsequently, and completely unrelated to the roof leak, the extended polar vortex wreaked havoc with the buildings perimeter heating system resulting in frozen pipes in various parts of the building.  When the building was unable to provide reliable heat, an offer (in writing) was made to the residents of all 107 apartments within the property to reimburse up to $150 per night in hotel fees until the heating was restored to the property.  Building residents who chose to relocate to hotels have since been reimbursed for those expenses as well as other bona fide expenses in that connection.
  4.         The Complainant, despite significant communication with Horizon, and rejecting continually the opportunities to transfer to a superior apartment, breached the Lease and skipped/vacated the premises on February 6th leaving the rent unpaid and 9 months of unexpired term left on the lease agreement. Horizon is now attempting to mitigate that loss, and the Complainant has forfeited any claims to reimbursement relief that *** have been offered.  Though he made a demand for a refund of his January rent, at no time did Horizon offer to, or was obligated to refund the Complainants rent.  The complainant has possession of the apartment through 2/6/24.
  5.         It should be noted that throughout the polar vortex, Horizon had maintenance employees, outside vendors and contractors on the premises around-the-clock, throughout some of the most extreme conditions imaginable, attending to the issues.  ******* communications and status updates were emailed to all residents, up to 3 per day, so that everyone was aware of what was happening throughout the ordeal. The heating was eventually and fully resolved on January 24th.  
  Horizon Realty Group has managed this particular location for over 15 years and has never experienced weather-related issues like this.  At the same time,Horizon has been dedicated for over 40 years to providing quality housing and delivering quality service.  We made numerous attempts to rectify the matter with this Complainant, but they clearly had an ulterior agenda.
  
  We do appreciate the feedback, criticism, and input, but vehemently reject any allegations of inadequate or deceitful practices.  

  
  

  Customer response

  02/27/2024

   
  Complaint: 21275580
  
  I am rejecting this response because:

  They only provide excuses and not the full truth. I was told several times to wait on refund from hotels . You ignored several emails. My lease was legally terminated and you ignored it. You owe $900 for hotels that I have in writing 

  
  Sincerely,
  
  *************************

  

  Business response

  03/04/2024

  Dear BBB of ******* and Northern ********:  We have received the Complainant's flippant rejection of the Respondent's thorough response.  This is a perfect example of what the Complainant does.  He has been unreasonable throughout this matter and continues to seek compensation for something he is no longer ***********.  The Complainant's lease was not due to expire until October 31, 2024.  The Complainant walked out on his obligations on February 6, 2024 without paying February rent.  Including February, the complainant had 9 months left on the lease, and expects that he will be reimbursed for expenses even after defaulting on the lease.  The Respondent had made numerous, generous and reasonable offers to resolve the matter with the Complainant.  The Complainant repeatedly refused to work in good faith to resolve the matter in an amicable manner, reneged on his obligations under the lease, and had an ulterior agenda.  At this point, the Respondent has been forced to mitigate its loss under the lease agreement and the Complainant has forfeited any relief that had been previously been contemplated.  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay $200/month for an assigned parking spot in the building lot. My car was towed from the spot I have used every day since I moved into the building, because my pass was not correctly displayed. There were no attempts to contact me before the car was towed, even though I was home. The pass was on the dashboard because the plastic hanger had broken off. The towing company was unable to provide proof of the pass not being displayed, but they still towed the car. Horizon has made every attempt to squeeze as much money from their tenets as possible. They have refused to reimburse me for the $240 that is necessary to retrieve my car. I have proof that the pass was displayed, and no where in the parking rider does it state that it must be hanging- only that it must be displayed (which it was). The company also makes a commission from each tow, and it harming its tenets at the cost of profit.

  

  Business response

  01/25/2024

  Dear BBB of ******* and Northern ********:

  
  We have received the above complaint and were disappointed to read this review.  Our reply is as follows:

  
  The Landlord has an on-patrol contract in place with a local towing company at this location.  There are numerous signs in the parking lot to this effect.  The towing company patrols the lot and relocates any vehicles that are not displaying the proper hanging parking pass on the rearview mirror.  By the complainants own admission, My car was towed from the spot I have used every day since I moved into the building, because my pass was not correctly displayed.
  
  Horizon did not call the tow truck, and the towing company does not attempt to locate vehicle owner before relocating vehicles.  They regularly drive through (patrol) the parking lot, check for hang-tags properly displayed on rearview mirrors, and relocate any vehicles that do have the tags properly displayed.  It is not the tow truck drivers obligation to **** for parking passes that are left on dashboards, in cup holders, have fallen to the floor of the vehicle, etc.
  
  Contrary to the Complainants allegation, Horizon does not receive any commissions or fees whatsoever from the towing company. The contract is in place to ensure that our paying parking customers have their parking space protected.  Our parking and towing policy are clearly outlined on exterior signage, and in our Lease agreements and the accompanying Parking Space Rider, both of which the Complainant signed.  We have attached the parking rider for review.
  
  Vehicle relocations/towing is  at the vehicle owners expense.  Horizon cannot bear the responsibility for the Complainants failure to properly display the pass, nor the expense to retrieve a vehicle.  Had the parking pass been properly displayed, the vehicle would not have been towed.

  
  Horizon Realty Group has been dedicated for over 40 years to providing quality housing and delivering quality service.  We do appreciate the feedback, criticism, and input, but vehemently reject any allegations of deceitful practices.  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20, 2022, I applied for an apartment at ************************************************************* $1,165 17month lease), I am qualified for the apartment and have good credit and ability to pay for it, but Horizon Realty fraudulently denied my application, ******* processed my application, demanding a ********* "guarantor" in order to rent demanding "I will need the name and email address of that person so I can email them the application and credit card". The ********* is the "turning of my status and making me a dependent by demanding a ********* is fraud, it is a felony." I have never rented with a *********. I was also denied for the "3 times the amount of rent" demand, this is also fraud as this legislation is a non-positive law title and a guideline, not the law and not intended to harm people; Horizon Realty's opinion also creates a virtual antitrust -- monopoly and unfair trade practices on apartment rentals. This is application fraud, housing discrimination and commercial terrorism.I asked Horizon to please credit back my $450 ($400 administration fee and $50 credit / background check)Horizon Realty emailed "You may reach out to the ********************* to check the status of your refund (after 10 business days) by calling ************."My bank account is showing two refusals for the refund. The first refusal was my electronic reversal of $450 that Horizon Realty refused, confirmed by my bank, and the second refusal was the bad check that Horizon Realty wrote and voided and refused to notify me that they voided the check too. Horizon claimed they would only issue a check refund forcing out the cashing of their check and my account number that they do not have legal authority to access. I do not accept checks.Horizon claims they issued the refund into my account, but to date nothing has shown. I requested Horizon Realty to produce the payment receipt, and they haven't produced it, keeping the $450.I am demanding full refund of the $450, Horizon Realty has been harassing me since October. The application and its fees were electronic on the internet and forced.Horizon Realty, you are trespassing upon my rights and my rights are my property and my money is my property, my time is my property and I pay them for my housing! Horizon Realty have got this hierarchy upside down, Horizon Realty is a dead entity -- a corporation, not sovereign!

  

  Business response

  12/29/2022

  12/29/22
  
  Dear BBB of ******* and Northern ********:
  
  We have received the complaint from ******************** and reply as follows:
  
  1.         Horizon Realty Group unconditionally denies any and all of the allegations of fraud, felonious activity, discrimination, commercial terrorism, and other claims that this complainant has purported.
  2.         ******************** did indeed apply for an apartment at 525 Oakdale in ******* on October 21, 2022.   After processing her application using our 3rd party screening service (Screening Reports)Ms. ********* application was unfortunately denied.  As such, Horizon approved refund of the $400.00 application fees in a timely manner, and mailed out a refund check (check # *****) to ******************** on November 4, 2022.
  3.         Simultaneously to the mailing of our refund check, ******************** disputed her payment of the fees with her bank and Horizon did not receive the funds.  Due to ******************** initiating a protest/chargeback of the transaction and the funds being frozen, Horizon stopped payment on the check it had issued. 
  4.         Subsequently to all of this, as of last week, the chargeback was finally reversed and Horizon has received the funds.  As such, Horizon is now in a position to out a replacement check to *********************
  5.         Horizons check # ***** in the amount of $450 dated today, December 29, 2022 is being sent to ******************** at the address she provided above and will be mailed out this afternoon. 
  
  Horizon had been ready, willing and able to refund Ms. ********* fees 6 weeks ago.  However, due to her actions of protesting the charges and freezing the funds that we were to receive, we could not process a refund until the chargeback process had been completed and resolved.
  
  Sincerely,
  
  Horizon Realty Group
  

  Customer response

  01/02/2023

   
  Complaint: 18653878
  
  I am rejecting this response because:

  Not only has Horizon's actions been harassing and deeply offensive and discriminating in their application process and decision, I received Horizon Realty issued another check delivered by ****** this check is not a bank certified check or a money order.  I have repeatedly stated that I do not accept checks, and Horizon has proven their unwillingness to resolve at least the application refund, charges applicants before application approval.  Horizon stop sending bad checks and I have every legal standing to file a complaint against you.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/05/2023

  1/5/23
  
  Dear BBB of ******* and Northern ********:
  
  We have received the rejection to our response from ******************** and further reply as follows:
  
  Horizon unconditionally denies any and all of the allegations ******************** has used with language such as harassing, deeply offensive, discriminating,etc.  We have never exhibited any of these behaviors and find this type of characterization of our firm completely without merit.
  
  Ms. ********* application was processed in accordance with the standards as every application that is received, processed by the same outside firm, and we have adhered to all fair housing standards throughout the process.
  
  The desired settlement listed in the original complaint was a full refund.  We have not only provided a full refund of the processing fees, but we have gone above and beyond by including the non-refundable $50 application fee that ******************** was not entitled to.
  
  ********************, by her own admission, has received the $450 refund check that was sent to her via ****** signature required as promised last week.  We do not mail certified checks or money orders, and this certainly is not a bad check as ******************** alleges.  The check may be deposited in person or by mobile deposit, cashed at her banking institution or at a local currency exchange of her choosing.  Contrary to Ms. ********* allegations, we have absolutely proven our willingness to resolve the matter.  At this point, it is ******************** that is harassing Horizon and using the Better Business Bureau as a mechanism to do so.  If she would simply deposit or cash the check she already has in her possession, this matter would be resolved.

  This complaint should be closed at this point.  Repeating herself over and over again with false claims and inflammatory language is outrageous and unproductive. 

  Thank you for your assistance in resolving this consumer complaint.

  Horizon Realty Group

   

  Customer response

  01/09/2023

   
  Complaint: 18653878
  
  I am rejecting this response because:
  This requirement to return the application fee does not reflect any "settlement".

  As I have stated previously, I do not accept checks and have requested a bank certified check or money order.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am new to the city as of June 17th. I moved into an apartment in Lakeview east. And i just wanted to bring the attention forward that Horizon Realty Group knowingly allows tenants to move into cockroach infested buildings. They clearly have been dealing with a cockroach issue at 525 W oakdale since 2020 and have not resolved it. I have made several complaints over the last 3 months in regards to the ongoing cockroaches being spotted In this building. It seems like its getting worse the longer I live here. They claim its due to the trash shoot but there are c*** roaches in all parts of this building. Outside the front door, near the garbage, baby ones in my apartment, in the main floor, elevators, laundry room. They have a clause in their lease stating 5 months of rent to break a lease, which seems like they are anticipating people to break a lease, as most leases top out at 3 months. There are multiple reviews online across many different platforms reviewing this company not only for their poor business practices but also for the poor quality in which they keep their buildings, and specifically citing this ongoing cockroach infestation. I only wish I would have know about that when a realtor was showing me this building. Its poor business practice on behalf of Horizon Realty Group in the *************** knowingly sign people up for apartments in the city where you know a ***** infestation exists.Thank you for your time,

  

  Business response

  09/16/2022

  Re:       BBB Complaint ID ********  
  
  Dear BBB of ******* and Northern ********:
  
  We do not dispute that this resident has an exterminating problem in the apartment.  The landlord has been diligently working to resolve the matter.  We contract with a professional, accredited exterminating company to treat this apartment, preventatively treat the apartments adjacent to this apartment, the apartments directly above and below, as well as the common areas of the property and the back-of-the-house areas.
  
  The issue was 1st reported on June 18, 2022, and exterminating services were requested.  ************* services were provided 48 hours later.  Subsequently,two months later, the resident requested additional treatments because the issue returned.  Two follow-up exterminating visits were immediately scheduled, and the apartment will continue to be monitored and treated as necessary to correct the issue.
  
  We have responded with alacrity to each complaint that has been received. We are 100%committed to solving the problem and certainly not something we are ignoring.  This property has also undergone extensive renovation and improvements of the common areas in the last 18 months and is maintained in excellent condition.
  
  Our Portfolio Manager at the corporate office is quarterbacking our efforts to correct the problem and will be reaching out to the resident to make sure the issue is properly addressed and efficiently resolved to the residents satisfaction. 
  
  Thank you.
  
  Horizon Realty Group

  Customer response

  10/05/2022

   
  Complaint: 17915817
  
  I am rejecting this response because:
  

  Hello,
  
  I have a complaint pending under the case number above. I tried to respond but the complaint portal would not take the response size.
  
  I do not consider the case closed nor resolved. Please see me address of Horizion realty response and reopen the matter.
  
  I am rejecting this response because:the verbiage around your response is that the problem is stemming from my apartment and that it is a recent development. The additional photos Ive attached in this response are all from the ground floor of this building in the last couple weeks as well as a video of a baby cockroach in my apartment from Saturday sept 17, 2022.  Not only are there still live baby cockroaches coming into my apartment on a weekly basis despite sprays but there are cockroaches on the ground floor daily. It was confirmed to me that the large cockroaches in the building are from water pipes and the small ones are German cockroaches which is a new infestation as a result of the trash shoot. I email each time I see a cockroach now and take photos of every single one. I do not deny that they are spraying and that is appreciated but you knowingly allow residents to continue to move into a building that is prone to cockroaches and has had an ongoing issue with large ones and has had a German cockroach infestation since August. New residents continue to move in every weekend despite the cockroaches. As for the renovations, the sealing of the apartments is horrendous. Behind the fridge there are holes in the wall, all of the floor crowns v molding  and crown molding around the closests have open gaps in them. The back doors into the building have about a 1 inch gap between the floor and bottom of the door, so youre just inviting more bugs and vermin to make their way in. Everyday you see cockroaches scurrying between the door and the inside. The building is not sealed off properly to prevent an infestation from becoming what is now on their hands. I keep my apartment incredibly clean and there have been cockroaches in it every week for over a month now. I understand you need to handle an infestation over time but you dont offer concessions to tenants who dont want to live in a cockroach infested building. You simply suggest paying the insanely high 5 months of rent to break a lease or to sublet the apartment as if offering a building suffering from cockroaches is something people want to move into. 5 months of rent to break a lease is like admitting something is wrong with the building. Please see my attached photos and videos of cockroaches.
  

   
  Sincerely,
  
  *********************

  

  Business response

  10/24/2022

  We were disappointed to read Ms. ****** response to our reply and that we havent met her expectations.  As we responded initially, the Landlord has taken the residents observations and concerns very seriously and have been diligently working to resolve the matter.  We fully understand the issue, do not dispute that this resident has an exterminating issue, and have never claimed that the issue originated in the residents apartment or that this was somehow her fault. 
  
  We have been actively communicating with the entire community regarding pest control.  We have provided building-wide information on preventing exterminating issues, reporting issues when they are found to exist, and are currently conducting a preventative exterminating "sweep" of the entire property.  We have brought in additional maintenance staff to work on closing any holes/gaps, installing door sweeps, etc.  With the exception of this resident, we have had consistently positive reports that the issue has been greatly improved in the last few weeks, and we fully committed to resolve the matter.   

  Lastly, ************** has been regularly communicating with our property manager, corporate office and portfolio manager and we are doing everything possible to rectify the matter. 

   

   

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I agreed to rent an apartment with Horizon Realty Group. The on site manager gave me a tour of the community. I asked about parking and she said parking is not a problem. Upon signing the lease I emailed her and told her that parking was my main concern and it wasn't included on my lease. At this time she said let's wait until it's closer to your move date and I will set you up with parking. Several days later I called her to set up parking at this time she say a spot won't be available until October 31st. She said I was on a waiting list. Had she informed me of this I would never had signed the lease. She lead me to believe I would have parking when I moved in. At this I say to her I can't move in then without parking and that she will have to cancel my lease.Well I get a call from her saying that they will not be giving me my money back because I canceled the lease. She deliberately led me on until the lease was signed to tell me about the waiting list so I feel like she used deceptive practices therefore my first months rent should be returned to me.

  

  Business response

  08/30/2022

  Our corporate office has reached out to ********************** since this BBB complaint was filed.  Our corporate office had not previously been aware of this matter, but it has been now resolved.  **********************' request for parking has been accommodated and our apologies for the mishap expressed.  In addition, Horizon will be providing a complimentary month of parking to ********************** as a gesture of good will to get the relationship back on course.  ********************** has expressed that he is satisfied with this solution and appreciates the accommodation.

   

  Thank you

  
  

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a confirmation of my lease renewal in February (Lease to be renewed for ****** Buried in that email was mention of Renter's insurance.In June, 4 months later, my lease renewed and I paid my rent on the 1st. In July, I went back to pay my rent, and noticed I had been charged a $45 "non-compliance fee." I had received no warning and/or notification about the charge. By the time I received information of what the fee was for, they had charged me a second $45 fee. The property manager and corporate office said there was nothing they could do to help me and that it was 100% the tenant's responsibility, but every other business I've ever worked with have provided appropriate warnings about fees and notifications about those fees when they were incurred. There should be transparency in charging fees to tenants. I should have been warned before the fee was charged. I should have been notified about the fee when it was charge. I should have been told what a "non-compliance fee" was so that I could resolve the issue before a second fee was placed. None of these things happened. I feel this lack of communication was intentional. Now I owe $90 for something I could have easily resolved, if provided the information in an appropriate forum. The whole situation seems unethical. Horizon did the bare minimum to notify me, and that was done so far in advance than any normal person would forget. Then they did not provide me the information necessary to resolve the issue before it happened again. I want a full refund and I want them to update their communication policies to be more reasonable for tenants.

  

  Business response

  08/09/2022

  Please see the attached letter that outlines Horizon Realty Group's position and response

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a lease under false pretenses. It was not disclosed to me that the apartment building that I was leasing was infested with roaches. I have had my unit exterminated multiple times and nothing has been resolved. I have tried to get out of my lease as this is a health hazard

  

  Business response

  07/28/2022

  Please see the attached response to this complaint

*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. ↩