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:06/25/2025

  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 am rejecting this response because:that was not the first time I filed a complaint of the **** the week prior to the 17th and it was promptly cancelled minutes after I submitted it. I also called and left messages three times and never received a call back. The **** does currently run but it is too small for the size of the house. So will be only a matter of time before it goes out again. It does not cool the whole house and we still have two window units running to help it because the **** is to small for the house. The **** runs continuously because of the size of the house and the size of the **** so the power bill goes to over $500 and for what we pay in rent this should not be happening.
  
  No response I woke up to an email saying at 9:45 the maintenance was an hour and a half out. Ok great so that would have been 11:30ish I was fine with that. 12:00 came around he was not here I sent a message I had no response. I sent another message at 12:30 no response. At 2:00 I sent a message saying that they needed to take money off my rent for the air conditioning window units that I had to buy because it is so hot and my HVAC will not work. I also told them I was reporting them I have not received a response to that message.

  Business Response

  Date: 06/27/2025

  To whom it may concern,

  We are writing in response to the complaint submitted by the tenant regarding concerns about the **** system and related maintenance matters.

  The tenant mentioned that she reported a problem with the **** system as early as the winter season. However, according to our records, the tenants move-in date was October 11, 2024. Since then, she has used her designated tenant portal to submit maintenance requests for the following:

  - October 20, 2024: Reported an issue with the electrical dryer plug.
  - December 4, 2024: Reported a problem with the water heater.
  - January 23, 2025: Reported a leak under the sink.
  - June 17, 2025: Reported her first maintenance request regarding the **** system.

  All of these requests were addressed promptly and resolved in a timely manner, and our system shows full documentation for each completed work order. Additionally, we confirm that no prior ****-related requests or email communications were submitted by the tenant before June 17, 2025.

  Upon receiving her **** request, we immediately scheduled a technician to assess and resolve the issue. Its worth noting that we did have other previously submitted ****-related service requests from other residents in our queue, and we manage these on a first-come, first-served basis, while doing our best to accommodate the urgency of each situation. Nonetheless, the tenant was kept informed throughout the process, and the technician did ultimately address the concern.

  We value all of our residents and take great care in handling maintenance issues responsibly and professionally. To date, every maintenance request submitted by this tenant has been resolved, and we remain committed to maintaining this level of service.

  Please feel free to reach out should any further information or documentation be required.

  Business Response

  Date: 07/02/2025

  To whoever it may concern: 

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and address the concerns raised regarding the **** system installed at the propert.
  We understand how important it is for residents to feel confident in the comfort and functionality of their home, especially when it comes to air conditioning, particularly during extreme weather conditions. We take all concerns seriously and want to assure you that the system in place has been appropriately selected for the size and layout of the home.

  The property in question is approximately ***** square feet, and a 2.5-ton **** dual system has been professionally installed. This system includes an outdoor condenser unit and an indoor air handler, and is well-suited for efficiently cooling a home of this size based on industry-standard load calculations.

  Because this is a dual (or split) system, it is natural for it to appear smaller than a package unit, where all components are combined into one larger outdoor structure. However, the cooling performance is equivalent, and the system has been designed to function efficiently and effectively in line with the needs of the home.
  In addition to the correctly sized system, the home also features attic insulation to help retain cooled air and manage thermal efficiency. It also includes a main 16-inch trunk duct, which supports proper airflow distribution throughout the property.

  We hope this helps clarify the installation and suitability of the **** system. Should you or the complainant need additional technical documentation or further details, we would be happy to provide them.
  Thank you again for the opportunity to respond.

  Customer Answer

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/10/2025

  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 am rejecting this response because:
  

  The claim Carolina Alpine Property Management was unaware of all the repairs needed is a blatant lie, attached are the correspondences requesting maintenance going back months (literally starting the first day of the lease). Secondly, Carolina Alpine Property Management had no true desire to rectify these issues until I filed a complaint with the ******* The BBB, and a local news station came out to report on the squalor. A maintenance team arrived at my home in the evening at 7pm (far outside of business hours) after months of knowing the hazardous condition of their rental property. 

  CAROLINA ALPINE PROPERTY MANAGMENT IS A SLUMLORD ORIGINIZATION. om.- **Apr 11, 2025**: Sent formal complaint demanding repairs; landlord barred tenants from office, ignored most issues.- **May 2025**: Termite infestation persisted; air conditioning ******** with during shoddy repairs, leaving us in 80+F indoor heat. Mold began growing on furniture.- **May 5, 2025**: Notified landlord of intent to terminate lease due to uninhabitable conditions; no meaningful response.- **June 2025**: Mold spread to bathrooms; no air conditioning for 40+ days; landlord left rotted wood in yard, creating health hazards.

  Business Response

  Date: 06/16/2025

  Good Afternoon,

  We have completed the work that was previously reported, and photos documenting the completed repairs are attached for your reference. Additionally, we are scheduling a walk-through of the property as soon as possible with both a city inspector and our contractor to identify and address any remaining maintenance concerns.
  We remain committed to ensuring the property is in satisfactory condition and will continue to follow up as needed to resolve any outstanding issues.
  Sincerely,

  Carolina Alpine Property Management 

  Business Response

  Date: 06/16/2025

  Good afternoon, 
  Thank you for providing us with the opportunity to respond to the recent complaint filed regarding maintenance issues at ***************** 
  We take all concerns seriously and strive to address maintenance requests promptly and professionally. In this case, our records show that we made multiple attempts to schedule repairs and resolve the reported issues by the tenant, and have done so to the our full extent. 
  Up until recently, we have not received reports from the tenant regarding further repairs being needed, and when we did we attempted to get them checked out. However, our efforts were hindered when the tenant declined to grant access to the property, which made it impossible for our team to complete the necessary work.
  We remain committed to providing responsible property management services and are always willing to coordinate with tenants to ensure timely maintenanceprovided that access is allowed.
  Please let us know if you need any further documentation or clarification regarding this matter.
  Sincerely,

  Carolina Alpine Property Management 

  Customer Answer

  Date: 06/16/2025

   
  I am rejecting this response because:
  

  those pictures further prove my point. Rotted wood has been left in my yard for months. And problems persist. GASTONIA CODE ENFORCEMENT did an inspection today and you all failed miserably! 

  
  

• Initial Complaint

  Date:03/30/2025

  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.

  Ive been renting from this company since 2022 and they have refused to fix any issues in a timely manner. The ventilation system has been on the ground for months and still is. In December my electric bill was 1800 and they still refused to come repair it. We have been to court and they have tried to sue for damages, fees, and lost and now they refuse to fix the ledger to show nothing is owed and reason being is because so no one can rent to me and is devalues my renting character. They are thieves and liars. A inspector has been out and found several violations and this was in November and the case is still open till this day. The judge actually awarded a rent abatement. Malu does not exist. ****** is a compulsive liar. ***** is a liar as well. I need my deposit. All of March they have ignored my emails because we are leaving but you still have a responsibility to me while Im still in a property I paid rent for. They have blocked me from entering the portal.

  Business Response

  Date: 04/02/2025

  Dear Ms. ********************** take all tenant concerns seriously and strive to address maintenance requests in a timely and professional manner. While we understand the frustrations expressed, we would like to clarify the following.
  The court granted CAPM possession of the property at your most recent court date. Per North Carolina state law, once the tenant has vacated, the security deposit will be processed within 30 days, in accordance with legal requirements.
   Regarding the reported violations, an inspection did take place; however, all violations have since been addressed and the case has been officially closed by the inspector as of March 7th, 2025.
   We remain committed to providing professional service and resolving matters appropriately. If further clarification is needed, we encourage open and constructive communication through the appropriate channels.

• Initial Complaint

  Date:01/05/2025

  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.

  Started to rent from this company in 11/25/24. From the get go weve had problems, and we get the run around. We have filed many maintenance request on the heating system no keeping up, it gets as low as 53 degrees in the house when its 20 or below. Its been happening for around 3 weeks and weve have no movement on the issue. When I call, their only response is that they are waiting on an approval from the owners! By law it has to be able to maintain between ***** in all room or at least one. It cant do either of those. Theyve none about a broken toilet that continuously ran causing a $300 water bill, but took more than three weeks to fix. Plus all the windows are either nailed, screwed or painted shut. None operational, couldnt get out in case of fire. Which brings us to the last issue, when they did come and try to fix the toilet the other day, they damaged the electronic lock on our front door to the point of its inoperable, cant get in. Plus this company doesnt give you a key so in cases like this, we cant get in and would have to wait for someone from ********* or wherever to come unlock the door. They are now blocking or screening our phone calls and messages. We have sent emails, voicemails, ****** responses. Its freezing in this house! Weve sent them recording of the door and their maintenance people have also taken videos or the windows and Heating system.

  Business Response

  Date: 01/27/2025

  Our maintenance department spoke to the tenant after we received this complaint on Thursday and he confirmed that we already fixed the unit and it is working fine.

  Could you please close this out? 

  Thank you! 

• Initial Complaint

  Date:12/16/2024

  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 am rejecting this response because: He has not spoke with anyone in days. The above response is a lie. It insinuates you are speaking with him. He has not received his deposit back. It has been a few days. Once he receives the deposit we will be happy. Did you cancel booth checks? You issued two. One for $651 and one for $115. Please contact him to resolve this issue. Please refund his deposit as per your company agreed to do weeks ago. 
  
  

  Business Response

  Date: 12/17/2024

  Hello, 

  We did issue your son his deposit back.  He just inform us that he did not get the check we mailed out to him.  We just put a stop payment on the check and issued the funds to be sent to him electronically as that is what he requested.  This was done yesterday.  Please wait a few business days for the funds to settle into his account. 

  Business Response

  Date: 12/26/2024

  His deposit was refunded just like we explained previously. Please close this out.  If your son has any further questions, he can contact us directly. 

• Initial Complaint

  Date:11/04/2024

  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.

  We moved in on October *******. Bought a wash machine and dryer the following. I have used my dryer one time due to the fact that the circuit breaker is bad. I have contacted the company, Carolina Alpine Property Management after the multiple phone calls to them they finally called me back. I was told maintenance would be at my house Monday November 4, 2024 at 2pm. We work second shift so I said it had to be at 2 otherwise I would be at work. I was assured 2 pm. They did not show up at all even after I left for work. Carolina Alpine Property Management is nothing but crooks.

  Business Response

  Date: 11/12/2024

  The contractor went out to the property the very next day.  Please close this complaint.

  Ms. ******** *****, please contact the office directly for the fastest response time. 

  Thank you, 

• Initial Complaint

  Date:10/09/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. However, in the future I expect better communication and honesty from the property management. We have never had an issue before and this was a very bad experience.Being without power for 18 days and not being able to be at home was very stressful. Had this had happened from the start of us loosing power and things getting taken care of when we were told they would have we would have not hired our own electrician. Thank you for making this right it definitely makes me feel better as a loyal tenant of over 3 years. 
  
  Thank you. 
  r October when we havent even been able to stay in the home. We are going on almost 2 weeks of no power due to the lack of communication and caring of this company and the owner. We have been loyal tenets for 3 years and just renewed our lease for another year. We take care of the house like it is ours unlike our neighbors next door who never mows the grass. Everyone around us got power back on 9/30 but us.The company and the homeowner have failed there part of the lease of section 6 when it states that issues will get fixed promptly. If its a simple issue like a sprayer being broke I would be more patient. But the home is not in livable condition as this moment due to no power. They can look at all the documentation and pictures I have sent to the maintenance department and to ****** **** as well as ****** *****.

  Business Response

  Date: 10/28/2024

  Good afternoon,
  We wanted to follow up on your complaint. While we definitely understand your concerns, we wanted to provide a timeline
  of the events.
  The panel was installed as soon as the owner gave his approval, but unfortunately, the city of ****** requires the
  licensed electrician to submit an application through an online portal to call in for an inspection. This account was
  created by the electrician right before installing the panel but it took a few days before the city approved the new
  account, and therefore, it took longer than expected for them to check the work done by the electrician. While we
  understand that repairs need to be completed in a timely manner, do keep in mind that processes with the city cannot
  be expedited by our end.
  That being said, we understand the urgency of the situation, but would like to remind you that it is against the lease
  agreement to hire contractors outside of the vendor network of Carolina Alpine unless you've received explicit
  approval from the homeowner or the property management company. Furthermore, hiring external contractors to alter
  the work done by one of our contractors makes it impossible to check the quality standards that we upheld them to,
  and moreover, would make it impossible for us to call for warranty repairs should they be needed.
  With that mind, we have checked with the area in charge of management, and they have agreed to return the amount
  listed in the invoice you sent and also credit you for the days the property was without power. In total, you will be
  credited an amount of $945 which will be directed towards your next rent payment.
  Lastly, we would like to remind you to follow the guidelines listed in the lease agreement, and to contact us should you
  need anything related to the maintenance of the property.

• Initial Complaint

  Date:09/19/2024

  Type:Order 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.

  This company is part of the reason people are homeless. They take an application fee of $100 for each person applying first off once receiving the fees and completing income verification you hear nothing back then they send an email the next day stating the property is no longer available. When you call to see why They run in circles trying to cover up their lies. PLEASE SEE ****** REVIEWS this business is a nightmare. PLEASE HELP US.

  Business Response

  Date: 09/24/2024

  Hi ******, 
  

  We have no application under your name. Your fathers application was started on 9/16 and he did not complete his income verification. Our leasing team reached out to him for additional information regarding his income and received additional pay stubs on 9/18. After reviewing your fathers paystubs, we then asked if he could provide a cosigner because he would not be approved on his income alone. Per company policy all cosigners must complete an application and you did not apply. If you or your father would like to be reconsidered for any of our available properties please apply. Our applications are valid for all properties for up to 90 days. 
  

  Thank you and we wish you the best.

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am rejecting this response because:
  Th those are not the areas of concern. I want to know why the bedroom and the kitchen are requiring a full repaint in your mind. I am fine with the charges for that specific wall that are already on there. I need the $860 to drywall and repaint the kitchen and bedroom which are the videos that I posted waived. That wall is in the living room which is labeled as entry room on the invoice. 

  Business Response

  Date: 06/10/2024

  Good Afternoon,

  Attached are some pictures of the damages referred to in the closing statement. The owner is willing to work with you. As a resolution, we are offering to waive the $392.75 balance owned too CAPM. 

  Please let me know if you are interested in this option.