Complaints

This profile includes complaints for American Heritage Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Heritage Property Management

  131 Centerville Rd Ste C Lancaster, PA 17603-4031

• 

  American Heritage Property Management

  2801 N George St York, PA 17406-3022

• 

  American Heritage Property Management

  1402 Quentin Rd Lebanon, PA 17042-7428

• 

  American Heritage Property Management

  131 Centerville Rd Ste C Lancaster, PA 17603-4031

• 

  American Heritage Property Management

  717 S Market St # 101 Elizabethtown, PA 17022-2727

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:04/17/2024

  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.

  AHPM rented.me a 2-room efficiency with no access to heat with sewage backing up 53 days' notice of the owner purchasing the property. The previous landlord also knew of this and told me I needed to contact the owner of the laundromat on 03/05/2023 which this content was sent to AHPM on 05/15/2023 by myself with pictures. AHPM property manager ***** told me when I put in for Maintenance on 07/10/2023 that she has discussed this with the owner who has authorized maintenance on 2 occasions which it was only once I have records that owner referred me to speak with the owner of the laundromat I told both owners I do not pay the owner of the laundromat rent which is a tenant like myself the current owner has never spoken to the owner of the laundromat about this because I work part time for the owner of the laundromat and this is why they were comfortable telling me to speak with her which if this was any other tenant they wouldn't have spoken to me like that with the previous owner and the plumbing company Wizard stating the pipes for the property are to small for the building which has 4, 2 bedroom apartments upstairs , full scale laundromat and the 2 room efficiency which I'm located which continues to back up raw sewage which I have 14 episodes and 2 times while I was on the toilet and 2 times while in the shower with the complete efficiency flooding for over 4 hours on 01/03/2024 with AHPM sending no resources to clean the sewage which I had acquire chemicals, mops, and wet vacs. AHPM was notified 53 days after the purchase on 03/23/2023 @ 3:00 PM I was never offered another place or compensation which they raised my rent ****** which in less than a year it was raised a total of ****** which my rent went ****** to ******* with the sewage still backing up to this day and no access to heat which there is no thermostat in this efficiency, The efficiency is not up to codes which has been established with the sewage and no access to heat still not addressed over a year later .

  Business Response

  Date: 05/06/2024

  To whom it may concern, 

  This is in response to the complaints received regarding maintenance issues ************************ *****, which have been addressed. Attached are responses sent to ************** which clearly respond to his complaints, one sent on April 5, 2024 and April 10, 2024. AHPM has responded to his request for maintenance along with complaints in a prompt and timely manner. We only received additional complaints after the rent was increased at the owners request. The owner reserves the right to increase the rent as long as proper notice is given in accordance with the lease terms.  At this time we do not have any open request for maintenance and all repairs have been made.

  Thank you,

  *****************************

  General Manager

  Customer Answer

  Date: 05/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21589442
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/06/2024

  The sewage backup was addressed 53 days after AHPM took over which all correspondence was sent to *********************** on May 15 ************************************************************************************* to confront another tenant which is the same thing ***************** told me to do July 10 2023 through email which I have all copies confront another tenant which I responded stating I don't pay the other tenant rent I Pay AHPM which this raw sewage continues to this day with codes coming in and seeing all the photos and videos which codes requested. I continued to pay my rent on time and in full with over 15 verified instances of the sewage backing up through the toilet and shower with 2 times me sitting on the toilet with raw sewage backing up on my backside also 2 times coming up in the shower while I was in he shower. ***************************** did NOT provide the above mentioned sewage backup which her company was notified 53 days after taking over well before a ren increase which the rent was increased when they took over March 23 2023 and my lease was up May 2023 of ****** increase which I paid on time as per lease then you raise it ****** knowing the sewage backs up with previous landlord telling me this through text which as stated above was sent ahpm on 5/15/2023 so this was long before the ****** increase which they knew about and never sent a company, equipment or cleaning supplies  to clean and sanitize on over 15 instances. I ********************* reject ***************************** response stating the complaints came when the rent up which the sewage continues to back up to this day.

  Customer Answer

  Date: 05/07/2024

  ***************************** response about not having any open maintenance request is a bold face LIE which a maintenance request has been in 53 days after AHPM took over for raw sewage back up since  May 15 2023 with raw sewage continues to back up till this day which is now May 7 2024 which AHPM was sent the correspondence from the previous landlord stating the pipes are to small for the building and pictures sent to them with the sewage backup that was sent to previous landlord 3/5/2023 with *********************** previous owner stating the venting and the piping sixe is the problem and I need to speak to the another tenant which owns the laundry mat for this problem I dont pay another tenant rent . This same thing was stated by ***************** the property manager in emails which I have copies on July 10 2023 @ 11:33 am {we have discussed with the owner who has authorized maintenance on 2 occasions with no problem found . The owner has referred you to speak with the laundromat ) again the laundromat owner is a tenant as well why would I confront another tenant when my rent is paid to AHPM which is what i responded to ***** I dont pay the laundromat tenant!!!!!!!  As 8 more raw sewage back *** documented since July 10 2023 with ***** nothing has been done to this day with raw sewage backing up on May 5th 2024 I wasn't offered another place or compensation only a ****** increase with raw sewage still coming in 53 days after AHPM took over this property.

  Business Response

  Date: 05/07/2024

  I have reviewed the maintenance request in our system and we do not have anything new stating that you currently have raw sewage reported.  Last request reported on 4/6/24 states that " Tech responded, ****** claimed there was no current event".
  Should this matter still be an open maintenance issue that is not resolved you will need to complete a new request via your tenant portal OR by calling our maintenance line at *********************.

  Thank you,
  

  *****************************

  Customer Answer

  Date: 05/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21589442
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/07/2024

  ***************** knew this has been a problem 53 days into your management and you done nothing you have 15 episodes of this happening under your management and you've done nothing. Wizard completely told me on January 3 2024 when this entire dwelling flooded not jus the bathroom that this will continue to happen and **** was told the same thing Wizard plumbing also spoke to the tenant ***** told me to confront and stated the same thing the pipes are to small which you've allowed 53 days after the purchase which ahpm never sent anyone to clean this sewer up I will be uploading ever picture, correspondence and videos of raw sewage but i forgot you already have this and knew it was a continued problem which ***** stating the owner is not authorizing it again so let me figure this out pay you rent and bath and deficate while sewage comes up my backside and come my partially amputated foot along with open ulcers on the other foot all parties from the owner, property manager, assistant manager and now you knew this and and all records will verify this which your responses not addressing the need for the pipes to be replaced per previous landlord which I have on record and the Wizard plumbing which he showed me on camera and that company had knew reason to lie along with the codes inspector Mr. *****

  Customer Answer

  Date: 05/07/2024

  These are ****** the pictures sent to AHPM with work order 53 days after taking on this property which still backs up to this day AHPM didn't replace the pipes due to them having to accommodate tenants with all water being off so the only tenant to suffer was myself for over year with NOTHING BEING DONE TO RECTIFY THIS RAW SEWAGE BACK UP

  Customer Answer

  Date: 05/07/2024

  These are ****** the pictures sent to AHPM with work order 53 days after taking on this property which still backs up to this day AHPM didn't replace the pipes due to them having to accommodate tenants with all water being off so the only tenant to suffer was myself for over year with NOTHING BEING DONE TO RECTIFY THIS RAW SEWAGE BACK UP

  Customer Answer

  Date: 05/07/2024

  This is correspondence from the previous owner and from the property manager of AHPM telling a tenant to confront another tenant about a AHPM problem which is why I'm trying to figure who is the person responding and if it's ***** supervisor I requested phone calls from you twice and sent you 2 letters NO RESPONSE so there is definitely no transparency with this company WHY HAVEN'T YOU RESPONDED TO MY REQUEST OR LETTETS???????

  Customer Answer

  Date: 05/07/2024

  This is correspondence from the previous owner and from the property manager of AHPM telling a tenant to confront another tenant about a AHPM problem which is why I'm trying to figure who is the person responding and if it's ***** supervisor I requested phone calls from you twice and sent you 2 letters NO RESPONSE so there is definitely no transparency with this company WHY HAVEN'T YOU RESPONDED TO MY REQUEST OR LETTETS???????

  Business Response

  Date: 05/09/2024

  On May 7th I responded to your email providing you with specific instructions on how to report and open maintenance issue the proper way. As of today, you have not submitted a request. As per the monetary request, that has been denied.
  I consider this matter resolved since you have not followed the procedure to report new issues. I'm requesting that you refrain from using this forum to continue going back and forth. We are not denying any repairs, we request that should you have any current issues, you properly report them and not direct them to us via a complaint with the BBB.

  Customer Answer

  Date: 05/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21589442
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/09/2024

  First of I can use whatever platform I want you don't own me I don't need to put in maintenance it was done 53 days after amhp took over and over a year later it's still sewage back up to this day you can consider it closed all you want ahpm is going to pay for the equipment sanitizer and mops which your company did not send cleaning company or supplies I'm supposed to pay you rent and clean raw sewage with no compensation not sure what business does that and again I put the the maintenance in with ***** and the owner scheduled a visit and tried to insuinate if you don't like it move I have that evidence also and a contractor called me today about looking in the drain so get your facts right and STOP DISCRIMINATING AGAINST ME AND RETALIATION AGAINST ME. NO NEW PIPES HAVE BEEN PUT IN NO CUT OFF PIPE HAS BEEN PUT IN MY BATHROOM TO STOP THE RAW SEWAGE BACK UP SINCE YOU AHPM WAS NOTIFIED AND MAINTENANCE PUT IN ALSO IM A GROWN BLACK MAN YOU HAVE NO AUTHORITY TO TELL ME WHAT PLATFORM TO STOP USING WHICH YOU CONTINUE TO DISCRIMINATE AND RETALIATE WHICH  with AHPM knowing and willfully neglected to fix this problem for over a year so this matter is NOT CLOSED AND I REJECT YOUR RESPONSE TO THE FULL EST DEGREE YOU HAVE THE BILL FOR CLEANUP AND NO HEAT NOT MY PROBLEM TJE OWNER GOT HOODWINKED BY THE PREVIOUS OWNER ANDVITS MORE TO COME REJECT YOUR RESPONSE 

  *********************;

  Customer Answer

  Date: 05/09/2024

  Also you have denied maintenance by not replacing the pipes or putting a cut off to stop the raw sewage back up which AGAIN the previous owner stated this to me in text and Wizard plumbing told me this when the previous owner sent him and AHPM sent him which was the same guy and ****** also told this to the tenant that owns the laundry mat you have denied me service which you are responsible and discriminated against me which again you were notified of this issue May 15 ***************************************************************** this mold infested dwelling which test was done again don't ever tell me what platform to not use are you denying my rights as tenant to file a claim which **** has clearly discriminated and retaliated and continued to allow raw sewage to back up and affect my mental and physical health not knowing if it's ok to take a shower or move my bowels without raw sewage backing up on me pay me for those clean *** and only then this will be closed your response is rejected 

  Customer Answer

  Date: 05/12/2024

  I'm reporting you company because you HAVE DENIED REPAIRS since 5/15 /2023 don't place your mouth to say you didn't and the evidence was presented to AHPM 53 days and work order about raw sewage which AHPM didn't fix due to 16 recorded and videos which is why previous owner didn't disclose this which AHPM and *************** ia directly responsible and not the tenant that pays rent directly to *************** it's yours because of AHPM is in direct charge of these 5 rental units. Also you keep stating you gave me instructions I gave you instructions to fix the severe sewage back up 

  1 AHPM has not turned the water off to see what can be done which the ************** told this to ***************** and myself 

  2 This is a health matter and code violation which AHPM still has not fixed in over a year of taking over this property 

  3 AHPM has discriminated and retaliated due to this does NOT affect the other 4 2 bedroom units which you have allowed to continue to this day which raw sewage back up today which was sent to ***************** and ***** Good codes inspector 

  4 Why would I want to have raw sewage back up on my backside on 4 occasions and 2 in the shower GUARANTEE IF I WAS WHITE THIS WOULDN'T BE HAPPENING 

  5 Again you got a property manager telling a tenant go confront another tenant about AHPM problem????!!!

  Customer Answer

  Date: 05/30/2024

  Till this day sewage continues to back up in this unit which again AHPM knew ***************************************************************************************************************************************** AHPM or the owners have never to this day contacted the owner of the laundry mat to access what's happening but the Wizard plumbing already told them which they don't want to spend the money to replace those pipes which are over 50 years old and ******* stating put a work order in which it was 53 days after takeover with the property manager and owner coming to my unit to no avail with raw sewage still coming up in the toilet and shower which the owners have no intention of addressing because the property is LISTED FOR SALE FOR 1.4 MILLION DOLLARS I REQUEST AGAIN YOU PAY ME FOR EVERY EPISODE OF SEWAGE BACK AND NO ACCESS TO HEAT, NO ELECTRICAL PANEL BOX AND STILL NO CONTACT WITH OWNER OF LAUNDRY OWNER OR TENANTS TO TURN WATER OFF TO SEE IF BACK FLAPS CAN BE PUT IN SO TO STOP THE SEWAGE FROM COMING IN THE UNIT 

  Customer Answer

  Date: 08/15/2024

  AHPM never fixed the piping and pulled my renewals on April 11 2024 with a 60 day notice to vacate without reason. AHPM never reimbursed me for cleaning equipment, sanitizer or wet vac for over 15 episodes of raw sewage back up not 4 months for no access to heat.

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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.

  Before American Heritage took over as property management, the previous management company, installed gas lines in the apartments next door, I received a notification that they were going to do the same for mine, but did not. Last year I received a bill from American Heritage for gas, I contacted them, told them I do not have gas, I cook, and heat with electric, pay the borough each month for this. I thought it was resolved, until last month, contacted them again, with no response. This month, received another bill with the threat of late charges on the 6th, I feel, I'm being harassed, about something I do not have, and asked them to meet me to show me where the gas is, no response.

  Business Response

  Date: 03/06/2024

  We have reviewed your complaint and the charge was removed. It was added in error. Your balance is now zero. I requested some information from your property manager and she provided me with the following explanation of what took place. 

  "It looks like in Nov and January the UGi bills were attached to her ledger. I remember this one, because the bill comes as *************** 1st floor. we removed November's fee and while reviewing my delinquency balances to remove the fee for **** through the unpaid charges email.  

  Nov. $16.47 and **** $16.66 . 
  
  No one has sent her delinquent letters for this amount, it is probably the automated system. 
  
  I do see she has sent text messages, but they have not came to my email. Looks like **************** was the last to reach out to her. An issue with Appfolio is if **************** text the tenants, their text thread than goes to the last person who text them and not to me directly".

  We request should ******* have any issues or concerns in the future to also email ***** directly for a prompt response. Her email is ************************.

  Kind regards,

  *****************************

   General Manager

• Initial Complaint

  Date:10/31/2023

  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.

  Hello I contacted this property management in regards a rental unit they had up for rent on their website ( property address: ************************ Lancaster PA ********). I completed the application and submitted all required documentation by 10/17/23. The result was I was approved for the property and I was told by the leasing agent ( ***********************) ************ **************** that we needed to provide a SECURITY DEPOSIT of $1,800 by Friday 10/20/23 in order to move in the rental unit ( the form of payment could only be a cashiers check or money order). I went to my bank and obtained a cashiers check and went to Lancaster office to drop off the cashiers check, I then contact ***** to advise that I had deposited check, was advised she will contact me following week with details. Unfortunetly I had a family emergency during the weekend and I contacted ***** to advise I could not proceed with the signing of the lease per which she then advised that my SECURITY DEPOSIT was not refundable. She then advised that security deposits are NOT refundable and I will forfeit amount of $1,800 should I choose not to proceed with signing the lease then advised that is completely illegal as I know my tenant rights, no lease or contract as been signed and therefore a security deposit also Is refundable and it needs to be deposited in escrow account throughout the duration of a tenants leasing term ( SOMETHING I DONT HAVE because once again NO LEASE OR CONTRACT AS BEEN SIGNED). I was fully aware that the application fee is not refundable which is expected however this property management company is refusing to provide my security's deposit and are using intimidating tactics to keep a security deposit that is considered unlawful. Iv'e tried communicating and reasoning with the company to obtain my deposit back for which they are ignoring my calls, and my requests.I also want to advise that during my application process leasing agent did not mention anything about the forfeit of deposit.

  Business Response

  Date: 11/15/2023

  To whom it may concern:
  

  The applicant submitted his application and was approved and he provided us with a deposit. As per his application any deposit paid is forfeited should he choose to not complete the lease signing process. I have attached a copy of his signed application which specifically explains that to him.

  Along with my response please note the response from the property manager:

  Re: BBB Complaint
  *********************** Thu, Nov 9, 3:39?PM (6 days ago)
  The response to this complaint is very simple, cut and dry. This gentleman applied for one of our rental units. He acknowledged that he would forfeit his security deposit, should he not follow through with the lease signing process.

  Regards,
  

  *****************************

• Initial Complaint

  Date:04/08/2023

  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.

  On 3/23/2023 I submitted an online application for an apartment. I was informed by American Heritage Property Management that it was filled out incorrectly and could not be processed as is. I was charged $45.00 anyway. I am seeking a refund for that amount.

  Business Response

  Date: 04/10/2023

  We are unable to locate a rental application based on your first and last name.  Did you apply under another name possibly?

  *****************************

  General Manager

  Customer Answer

  Date: 04/11/2023

  My Mother *********************, agreed to be the cosigner for the application. I filled it out with her information as the cosigner and mine as the tenant. I’m new to applying for apartments and didn’t realize that wasn’t how it was supposed to be filled out. I contacted property management agency for clarification and the woman was very rude to me. I don’t want to do business with someone who talks to me like this. And why is there a processing fee charged on an application that cannot be processed as is?  
  Business

  Business Response

  Date: 04/25/2023

  Based on the initial complaint this person did not personally apply with our company.  We could not locate his application.  However, in his response to this complaint he indicated his mother ***************** submitted a rental application which was processed and approved. 

  Our application fee once submitted is not refunded.  ***This application was full processed along with background checks, therefore the fee will not be refunded.***  I also do not know who he is referring to as being rude in his initial conversation when he requested a refund.  I apologize if you had a bad experience with that person. 

  The company policy remains in effect and we can not issue a refund since the application was processed fully.

  Regards,

  *****************************

  General Manager

  Customer Answer

  Date: 04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I'm the one who submitted the application and I am the one whos bank account got charged. My mother only agreed to be a co-signer and I filled out the application with her information and mine. It was brought to my attention that it was not possible to process it as is.  And I would therefore like to know what I am being charged for. 
  

  Regards,
  
  ***************************

  Business Response

  Date: 04/26/2023

  You may have paid an application fee of $45 for ***************** (listed as a ********** and her application was processed on 3/22/23.  You submitted your license and a paystub as an attachment with her application BUT the information that was entered was for ***************** (DOB ****) only.

  Your application was never submitted.  You only submitted a request on an inquiry 3/21/23 for the rental property at ********************* via on our website.  (You can confirm that your credit and background check was not pulled with your credit reporting agency).  The information we have on our end does not have any of your personal information to run an application and no application fee attached to that inquiry.

  Respectfully, the application was processed and the fee will not be refunded.  Our policy is clear that no refunds are granted on applications once submitted and processed.

  Thank you,

  *****************************

  General Manager

• Initial Complaint

  Date:03/24/2023

  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.

  I submitted a rental application with a $45 fee. Property management has not attempted to help me find a rental and will not respond to my texts, phone calls or emails. Very poor business management

  Business Response

  Date: 03/26/2023

  I reviewed your complaint and attached is the text message history regarding the status of your application.  Please review the attached text history between ******** & the team in the York Office regarding the application process along with a showing that was scheduled to see on Saturday, March 25.  Also, our application is non refundable and it was processed as quickly as possible pending the requested documentation of income, etc.  We do not see any issue with the process and communication between our staff and this customer.  

  Regards,

  *****************************

  General Manager

• Initial Complaint

  Date:03/23/2023

  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 manager to say that I would be moving out of the rental property for personal reasons. It took weeks to get a response and when I finally did get a response I was told the current property manager was too busy to reply. My email included the details of my leaving, concerns for the tenant upstairs that included child care concerns, property damage concerns, drug abuse and concerns for my safety while living there that included pictures so that it was documented that I was not the party at fault. I had also contacted the maintenance department months earlier regarding an issue caused by the upstairs tenant and it was never resolved. The response sent from the property manager was that she could not help me with any of those concerns since it was not reported immediately. My concerns were reported immediately and as far as certain concerns with the upstairs tenant that would otherwise be considered a personal matter, I am a single woman living alone and can fend for myself, however in the certain circumstances that I experienced while living there I was given no support and was afraid of retaliation when I needed to continue living there. It took weeks for further communication to be sent from the property manager and I was forced to pay 2 months rent even when the lease was no longer valid and was only month to month and I was not longer living there putting me in a financial hardship. A walk through was completed with the property manager and I sent final pictures after a third cleaning of the apartment I no longer lived in was completed and I was never given a response back. I now received a letter stating they are holding my security deposit and am being charged a late file fee when again, I am no longer residing at the residence, the keys were handed in, and no communication with the property manager has been heard of. I am beyond upset with how I have been treated and what I am and have been forced to pay.

  Business Response

  Date: 04/03/2023

  **************** submitted her sixty day notice to vacate on January 10, 2023.  She emailed ******* on the 11th in which ******* responded and I also emailed her on the 17th notifying her of the lease obligations.  Attached you will find a copy of the Move out  date requested from **************** on 1/10/23 along with a copy of the Exit letter dated 1/14/23 outlining the tenant responsibilities dated per the lease (see attached #1, 1A. 1B)
  
  **************** was communicated with regarding the responsibilities and I have attached several emails of the correspondence (see attached #2, #3, #4, #5).  *************** was responsible for the Rent per the terms of the lease and as also noted in the Exit Letter.  I have attached a copy of the ledger showing March was not paid and I have also attached a copy of the Security Deposit Disposition letter ( see attached #6. #7)
  
  I have also attached a copy of the check from **************** for the unpaid balance of $125.00 recently received.
  
  If you have any questions, please feel free to contact me. 
  
  Thank you, 
  
  ******************************

  Senior Property Manager
  American Heritage Property Management
  2801 N. George St. Suite B, York, PA  17406
  (877) 931-RENT - Ext. ***
  DD # ************** Fax # **************
  ************
  Mon - Fri 8:30a - 4:30p
  
  If at any time you feel that I am not providing you with the exceptional service you deserve, please contact my supervisor, ***************************** at ******************

• Initial Complaint

  Date:03/21/2023

  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.

  Back in 2020 I decided to rent a home from American Heritage with two roommates. While we moved in the carpet was dirty In the downstairs living area. We were told this was okay and would not be put on us. Well when we moved out our then Property Manager *************************** made us pay for it. After refusing there was a collection put on our credit. The total amount was for $866.27 which was paid 11/29/22 in full. This payment was accepted by ***************************** located in Harrisburg, Pa. This debt had to be paid before I moved into another property on 1/6/23. I sent confirmation to *********************** that I did that. After she confirmed we went on with moving in process. While living here I've dealt with noisy neighbors, a ceiling leak, broken smoke detectors, discolored water & a possible illegal towing. I complained to ** about the noise and she told me there was nothing she could do about it or that I was welcome to vacate the property. In the midst of this all I had a second vehicle that I had not yet added onto my lease. This vehicle was towed due to violation of lease agreement I have asked ** and her manager ***************************** how this was a violation. I have yet to be told how this was. I feel as though this might have been retaliation as ** had someone come in from the towing company while they were off the clock to tow the car. Please consider at this time that she wasn't answering my emails. Now that *** said something to both ************ they're claiming I am threatening the neighbors upstairs. I placed a note on their door on 2/16/23 after ** suggested I call the local police department to file a noise complaint. However if the neighbors felt threatened by me then why would they come knock on my door twice? This was the following day, however I am putting in my notice of vacate. I do not want to pay for the towing of the car as it was $310 and Im still not understanding how it was a violation of my lease. The vehicle was not parked for 3 days.

  Business Response

  Date: 04/03/2023

  March 31, 2023 
  *** ******* signed a lease agreement for the apartment located at **** * ****** ****, Mountville, PA ***** on January 1, 2023. 
  On March 16, 2023, I received a call from our tenant in the next building where there is an adjoining parking lot, located at **** * ****** ****, Mountville, PA. 
  The tenant made me aware that a black ***** ******, sedan, with a Florida license plate, had been parked in the rear of **** ****** ****, Mountville, PA. She indicated that the car had been there for a few days. 
  She also stated that the car was missing a rear bumper, broken tail light and had large dents on the doors. Upon my inspection I verified that the vehicle was not assigned to any of the tenants in either building. 
  *** ******* did not contact me to inform me that she had parked another vehicle on the private parking lot. 
  *** ******* was in direct violation of the lease agreement that she signed with American Heritage Property Management. 
  Please see section number 28. Parking, of the signed lease agreement. 
  Any vehicle that is not in compliance, acceptable condition, currently inspected or registered, will be removed from the private parking lot without prior notification. 
  The towing signs posted on the property specifically state unauthorized vehicles will be towed from the property. The lease specifically states that only one parking space is provided. 
  In response to the complaint of noisy neighbors, upon investigation of this said claim, we have found the claim to be bogus. 
  
  

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  The vehicle in question was not parked for more than three nights as stated on the lease I am allowed to have a guest vehicle no more than three nights. Also this report was made by a neighbor who stated that the vehicle was there for many days when the vehicle was parked on a Tuesday night after 6pm and towed on that Thursday at 3:30pm. This was not a time frame of 3 days and as far as the noise complaint it is in fact not bogus. ***** hasn't heard the noise nor has she been in the apartment since the neighbors took over the apartment. Therefore how would she know how loud the neighbors are being, I stated that it was loud constant stomping I never said that it was a domestic matter as I clarified that multiple times. I've had  guest over since then and they always ask why are the neighbors above me stomping. I have proof of how loud the neighbors are and to say that they feel threatened by my approach is ridiculous. I am trying to be made out as the bad guy, the people above me came to my door twice after leaving a note on the door asking them to be conscientious of the stomping.  If they felt threatened by me then I am not sure why the would come and knock on my door? Whenever I asked about why the car was towed I was simply ignored not only by ***** but ******* as well and when I decided to break my lease ***** accused me of not paying a debt that I owed of $866.27. I paid this back in November 29th of 2022 in order for me to be considered for the home I am currently in.  This company has just been money hungry, unprofessional and lousy with communication. The towing sign in the parking lot also wasn't placed until after this incident and ***** is trying to make it seem as if it was already there when it in fact was not. 
  

   

  Regards,
  
  ***********************
  

  Business Response

  Date: 04/06/2023

  We have responded to her initial complaint regarding the fee for towing an unauthorize car.  In our initial notice we provided a copy of the lease along with a breakdown of the explanation of event leading to the tenant requesting to vacate.  We have acknowledged her request to vacate.  As for the towing fee that will not be refunded and is the owners of the vehicle in question, responsibility to pay.  Please refer to your lease, page 6 line 28 clearly states the parking policy. 

  With regards of her balance paid for a previous rental with AHPM.  Should she have an issue with her credit report not showing correct information or reporting payment, you will need to reach out to the collection agency directly to dispute that at ************.  AHPM can not correct the credit date since they are hired to act on our behalf once the account is forwarded to collections.

  *****************************

  General Manager

• Initial Complaint

  Date:02/27/2023

  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 moved out of the property in November of 2022. I received an statement three months later listing bogus charges. I believe the intention was only to withhold my security deposit of $1,149.00. I am requesting a minimum of half of my deposit returned to me. There is No way I am being charged for a new oven when it was as is for 3 years! It became very clear that nothing was updated, maintained, or cleaned for a new tenant. I will not be responsible for the owners apparent “upgrades”. Not including the basement cleanup, that property was left in better condition then I found it. Not to mention me having to bomb 3 times due to the roach infestation. Below is the list of major inconveniences I had to endure while at your property and CONTINUED to complain about. All of which I have videos, emails and photos to support these claims. To be clear, nothing in that home was prepared for a new tenant. Roach infestation at move in - [ ] Could not move in even after signing a lease - [ ] Multiple bombs Major wasp issue - [ ] Advised you did not handle wasp issues - [ ] Finally came and sprayed in late 2022 (moved in Feb 2020) My own Carpet cleaning PRIOR TO MOVING IN. Ceiling collapsed MULTIPLE TIMES - [ ] Went months with a hole in my ceiling (over the oven) - [ ] Ceiling falling on oven MULTIPLE times Oven door in wear and tear condition - [ ] ONE screw needed replaced (NOT $500 worth) MULTIPLE clogged drains - [ ] Water leaked into my kitchen from bathroom - [ ] Took multiple maintenance request to get fixed Black Mold in basement - [ ] Continuously flooded Knee high grass PRIOR to move in - [ ] Rushed to get a lawn mower Continuously ignored/late response by property manager ***** *** In conclusion, I owe nothing to this property management group. However, I am owed at least half of my security deposit back to me. It is the least this company can do to compensate for all the emotional and financial distress I have succumb to. The reviews online say a lot.

  Business Response

  Date: 03/03/2023

  Good day,  Your complaint was reviewed with the property manager.  Thank you ***************************** General Manager

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  Per our Property Manager the this is a property which the owner does and/or directs any and all maintenance to be done. 

  
  Plus listing clearly states she needed to do the grass. 
  She never complained about any infestation or brought it to our attention.
  She also never said anything about mold in basement or any floods.
  Owner did finally spray about wasps.
  Oven had to be replaced.
  This was also a problem tenant-filed on a few times for non payment of rent.
  Pictures, lease, notice of deposit disposition, moveout inspection also attached.

  Customer Answer

  Date: 03/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  oven DID not need replaced due to tenant neglect. Oven was in perfect condition when tenant vacated the property.
  Court Documents were filed for late payment which I was also in communication with property management.

  i did complain about mold and flooding, If you could check the list of maintenance request you could see.

  attached again, is the email about me advising the home was roach infested.

  yes, property advises tenant is responsible for lawn care. That was not the complaint. The complaint is that I was rushed to cut the grass once I could finally could move  in. Common courtesy of the property management would’ve been to provide a “first cut” prior to getting a new tenant. 

  Regards,
  
  ****** *****

  Business Response

  Date: 03/06/2023

  Please refer to our response submitted on March 3rd.  To reiterate upon review of your balance owed and damages at moveout. Your account is still showing a balance of $1,374.  We also provided you with a copy of the final ledger that includes the breakdown of your balance. 

  At this time we are not going to remove any charges nor will we refund a partial deposit to you based on your claims.  Our photos, lease along with the **** Agency requesting funds back for payment of rent that they sent on your behalf are all legitimate reasons to withhold your deposit.  Since the account has been closed since December 2022 and no attempts have been made to pay your balance in full.  Your account was already forwarded to our collections agency.  Please reach out to them if you intend on paying your account in full.

  ***************************;

  General Manager

  Customer Answer

  Date: 03/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:This complaint is clearly being reviewed by someone who knows nothing about my account. This property management group only cares about the money no matter the lies and illegitimate receipts. My account has been paid in full. The balance due that was listed on the statement is $124.00 which advised would be sent to collections if not paid within 15 days. I however did not receive the statement until over 30 days later. Just because the **** program paid my balance does not justify your company withholding my full deposit. My balance when I left the property was $248.00 which WAS paid from my security deposit as well. Attached is the copy of the statement I received and the copy of my balance left on the account before I was locked out. I will review with my credit company to dispute that as well and any further legal action to get my $500.00 refunded to me.
  
  Regards,
  
  ****** *****
  

  Business Response

  Date: 03/07/2023

  As the General Manager I have reviewed your complaint and reviewed it with the Property Manager who handled this matter.  All charges will remain on the account.

  *****************************, General Manager of American Heritage Property Management.

  Customer Answer

  Date: 03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: insufficient review with property management who is well aware of the level of incompetence she has displayed. I will move forward accordingly in order to get what is owed to me. Thanks 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:10/30/2022

  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.

  Whenever I call for maintenance, the orders are received by there aren't followed up.My rent was raised, and I was NEVER told about it. In fact, I hadn't gone to a tenant site, I never would have known about it, I received an email from the person who is supposedly helping me, and she never said anything.When I got a new landlord all I received was a letter stating they were the new landlord and NOTHING about the rent increase!!

  Business Response

  Date: 11/08/2022

  AHPM took over management of this property in August 2022.  The owner of the property informed us the rent was $625.00 per month.  At the end of August ***************** submitted a work order in which I had ****** follow up to assure it had been addressed in order to close it in our system since the owner takes care of his own repairs.  After several days, ****************** replied to ****** at which time a follow up email was sent to the owner.  
  
  ****************** submitted two additional work orders which were sent to the owner.  The owner advised ****** that he would be going to the property to take care of the issues.  ****************** was notified each time of every update.  When ****** notified the tenant that it was received and assigned to the owner, she started to ask several questions about the rent being increased.  ****** was unable to answer her questions however explained that she would forward it to the PM.  
  
  I reached out to the owner and it took a few days to get back to me.  After a few days he advised the rent she was paying was $610.00 but he was looking to locate a lease.  As of this date I have not received a copy of the lease that was assigned but the tenants ledger will be corrected to reflect the rent credit and I will be contacting her about this matter. 
  
  ****************** was kept in communication regarding her questions and concerns.  
  
  Millie *. A************
  Senior Property Manager
  American Heritage Property Management
  2801 ****************************. Suite B, ****, **  17406
  
  (877) 931-RENT - Ext. ***
  DD # ************** Fax # **************

• Initial Complaint

  Date:10/18/2022

  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.

  We first rented from preferred reality for about 10 years until they sold out building to American heritage. We continued to live in our apartment like we have been month to month. We found a house in may 2022 and gave our move out notice June 22 2022. We are being charged 1155 for the month of august even tho we told them plenty of time ahead that we would be moved out by the end of July. We cleaned the apartment top to bottom( I took pictures of everything) minus the stuff that they refused to respond to our email about fixing windows leaking so on. Made sure it was clean we are now being charged 225 for clean since they are saying we left it dirty. They did not give us a list of thing they were keeping out security deposit for until today October 18 2022. So now we are bing charged 805 for cleaning and rent since they kept out security deposit of 575. That was deposited back in 2010.

  Business Response

  Date: 11/07/2022

  We received the notice to vacate from the tenants on June 20, 2022 requesting a vacate date of July 31, 2022.  Per their lease the required notice is 60 days which ended on August 31, 2022.  At the time they vacated the premises it was not left clean and they received a charge of $225 for cleaning, rent for the month of August increased from $655 to $1,155.  The deposit held of $575 was applied to the balance leaving them with a balance due of $805.

  I have attached a copy of the renewal notice, notice of lease termination acknowledgment, tenant ledger, notice to vacate from the tenant requested via our ******** system, along with their email sent to us the same day that they submitted the complaint to the BBB. 

  As per our lease and the requirements they are responsible for the amount owed on the letter sent to them at the time they vacated.

  Thank you,

  Natalie R*************

  General Manager

  Customer Answer

  Date: 11/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:we never signed a new lease with American heritage. They gave us 15 day notice of a new lease and rent being raised. We got the new lease and rent raise in the middle of July after we told them we would be moving out We had a lease with preferred reality which we deposited the 575 in which should have been put in the bank to grow interest over 13 years of living at the residence wouldn't be the same as what we deposited. I have photos of how we left the apartment along with everything that was never fixed threw out the years. Our lease with preferred said if we were in a month to month lease we had to provide 30 day notice of termination of the lease. We gave over that. We have been trying to reach out to them and they will not return any emails or proof of what the apartment was supposedly left dirty and or a copy of the roof the cleaning bill. This is what we have had to deal with for 13 years between two company's they only reached out and returned calls when they wanted rent. 
  Regards,
  
  *********************