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:03/18/2025

  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.

  I am filing a formal complaint against Parks at Treepoint regarding an unjust carpet cleaning charge applied to my recent move-out, which has negatively impacted my credit.I have lived in these apartments three times under different management companies. On my most recent move-out, I was unexpectedly charged for carpet cleaning despite the carpet being in pristine condition. My lease did not specify that I would be responsible for this charge, and I have requested an itemized list of damages to the carpet to justify the cost, but none was provided.The property management explained that they use a third-party service to determine whether the carpet should be cleaned or replaced. I was informed that if the carpet is in good condition, it is cleaned, and if there is damage beyond normal wear and tear, it is replaced at the tenant's expense. I disputed this charge during my move-out, but the property manager did not address the issue, and it is now affecting my credit as it has just recently appeared.According to Texas Property Code Section 92.104(b), landlords cannot deduct charges for normal wear and tear from a security deposit, which applies to this situation. I have attempted to resolve the issue by emailing twice and calling three times, but received no response. During a phone call on 3/17/2025, I was disconnected, and my follow-up calls went unanswered.I am requesting a refund for the carpet cleaning charge and a resolution to this matter, as it has affected my credit. I would appreciate your assistance in addressing this issue.Also let me be clear. I understand the other charges and I am not disputing those however specifically for the carpet cleaning I do not see where this is justified.Thank you for your attention to this matter.

  Business Response

  Date: 03/18/2025

  Resident moved out in April of 2023. Upon completion of initial final account statement, resident disputed a charge for tub and tile resurfacing. At that time, there was no mention of carpet clean. We do have a professional carpet company come out and bid to tell us if the carpet needs to be cleaned or replaced. Carpet in this unit was bid for a clean. When speaking with the resident last week, we did inform her that we would be happy to reverse this charge if she could provide an invoice showing where she had the carpet professionally cleaned. 

  Customer Answer

  Date: 03/18/2025

  Complaint: 23083256
  
  I am rejecting this response because:   I disputed the charge for the carpet, as my final statement shows I was not charged for a tub resurface, nor was that charge ever applied. The cabinets were resurfaced, which I am not disputing. Lets stay on topic. Regardless, the burden of proof lies with you, not me. Please provide evidence, such as the relevant lease clause indicating tenants are responsible for carpet cleaning, or proof that the carpet was damaged beyond normal wear and tear, as per Texas Property Code Section 92.104(b). According to the Texas Property Code, I am not responsible for wear and tear and therefore not obligated to provide a receipt. If this information cannot be supplied, I am requesting a refund of the amount that I had to pay the collection company for the carpet charge only. 

   

  
  Regards,
  
  *** *****

• Initial Complaint

  Date:03/04/2025

  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.

  The ceiling in my apartment Caved In. A few weeks back it was cracking. I put in two emergency maintenance request, after a week no one came. I had to go into the front office, show pictures of the ceiling to the apartment manager. When I did that the crack was glued or patched up and not actually fixed. Now the last week of January it rained all day I noticed the the crack that was patched up began to open back up. I immediately put in a emergency maintenance request, no one came for 2 days. I put in another emergency request, still no one came. Based on my work schedule I could not go into the office. I called the front office several times. I told them the situation they even said that this was an emergency issue. Still after a day no one came. On Friday January 31st I called the office several times. I even sent an email with photos attached of the ceiling. The apartment manager said that someone went into my apartment and looked at the ceiling. I was told that my ceiling was definitely not going to fall in and they needed to get a contractor to come out. The apartment manager would not be there but they would be able to get a contractor out. Saturday comes no calls to give me an update no one come to the unit. Sunday morning comes. I walking to the kitchen. I hear a loud boom. The ceiling falls on me and a black cat runs around my apartment. It's stuff everywhere. So now there is a big hole in the ceiling were other animals are accessible to getting in. I have children and a pet.

  Business Response

  Date: 03/04/2025

  Hello,

  We sincerely apologize for the frustration concerning this issue and for any delay in communication during the process of consulting with contractors. Repairs to the ceiling were made promptly after notification of the ceiling falling. Please do not hesitate to reach out if there is anything additional that we need to address. We are happy to help in any way possible! 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My family and i moved into this apartment on 07/10/2024. When we got there the doors werent even on and the carpet was barely being installed. I didnt mind to much but that was unprofessional. The real problem is the infestation of roaches and spiders. Its so bad we cannot we didnt even spend the night in the apartment. This apartment needs some type of special treatment or be treated every week. There are small roaches everywhere. I was told pest control would be there the next day, now we are being told next week. This problem needs to be treated IMMEDIATELY!

• Initial Complaint

  Date:03/25/2024

  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.

  Moved in on December 2023 in January ***************************************************************** the carpet of the master bedroom, they came in and cut sheet rock out and vacuumed the water out of the carpet. Come February they still hadnt fixed it, so I held off paying rent. In February I put a maintenance order in cause the sink drain broke lose maintenance came in and looked at it but never fixed it, but marked both my work order as completed the one for the carpet, wall and sink Same thing with the work order for screens on my living room widow that are missing never put new ones up but marked work order as complete.Well February came and went still havent been by to fix it, March got here and still havent fixed it so I still held off paying rent. I cant set up that room tell its fixed. Well today I got a notice to vacate on or before the 25 of April 2024. They expect me to pay rent when they cant fix my apartment, no way Im sure it not health to have a bowl of nasty water collecting under the sink but that the only thing I know to do so it can be used. I think they should refund the money Ive already paid them cause they havent keep up there end of the lease, and definitely better not go against my credit as a eviction cause I cant even set up or use that room at all.

  Business Response

  Date: 04/04/2024

  Hello

  We understand your frustration in the winter storm damage that was caused in your apartment and the inconvenience this has caused. We have been working with the insurance company and vendors to get these repairs completed as soon as possible. I know the vendors have been working in your apartment all week and that they will be completed tomorrow afternoon. The team will be walking on Monday afternoon to ensure all of the repairs have been made efficiently. We apologize for the delay in this process and appreciate your patience. I know the manager reached out to you today as well and sent the maintenance team over to address your other work orders and get those items taken care of for you. In regard to rent, you do still owe February, March, and April and we have started the eviction process due to non-payment. You would need to pay the balance in full before the court for the team to be able and cancel the eviction. Please let us know if you have any further questions. 

  Best Regards,

  Treepoint Management

  Customer Answer

  Date: 04/05/2024

  Complaint: 21484622
  
  I am rejecting this response because:
    Nobody from management has contacted me and this is a health issue insulation is not the best to breathe specially with asthma and no I shouldnt have with held rent with out a court order but cause its a health issue Im sure the courts will agree and only cause the building inspector wrote a citation is the reason yall finally did something. 
  Regards,
  
  **********************

  Business Response

  Date: 04/08/2024

  Hello

  All repairs in the apartment were completed and were walked off by the manager this morning, April 8th, 2024. We are unsure what specifically you are referring to as ************ concerns as we have replaced and repaired any damaged area in the apartment. The manager stated she spoke with you today, April 8th and asked if there was anything further you were needing assistance with in the apartment and you responded "No." If this has changed please give the office a call or you can email the manager at ********************************************************

  Best Regards,

  Treepoint Management

  Customer Answer

  Date: 04/09/2024

  Complaint: 21484622
  
  I am rejecting this response because: the manager never spoke with me she always says she has but never has that lady spoke with me face to face. Go ahead and close this out they just going to continue to lie anyways.  
  
  Regards,
  
  **********************

• Initial Complaint

  Date:01/25/2024

  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.

  Between 10-2017 and 9-2023 we lived at the Parks at Treepoint.In August of 2019, the apartment above mine flooded and caused major damage to my apartment. The old management partially fixed this issue by replacing some damaged items of mine, but they only did cosmetic fixes to my ceiling and bathtub. During these fixes, the employees that came into my apartment put a hole in my bedroom door and broke the door frame (just a note: they also broke one of my tv screens and opened & played my husbands guitars). Id been in contact with them to continue fixing the ceiling (which is now falling apart), the door, and my bathtub but they stopped responding to me. A month later, September of 2019, an apartment in my building had a fire when I wasnt home. They allowed the fire department to knock my door down and enter my home. Im not sure what all took place while they were in my residence, but they ruined my door frame and no one ever replaced my smoke detectors. Previous management again said theyd fix it, and once again I received what I cant even call a cosmetic fix because it does not look good.The apartment above us flooded again and the same issues as before. Outlets didn't work, lights didn't work and the painting was never finished to repair the ceiling or the laundry room.We had to paid a $500 deductible twice because the apartment above us flooded. The apartment complex never took any responsibility for any of it.I emailed and called so many times and was always told someone would come fix it. The never did. We moved and they send a final bill with pictures of the damage that we told them to fix and they never did. Like it was our fault. We have emails and pictures and proof of sending them everything.

  Business Response

  Date: 02/15/2024

  We are aware of the maintenance issues in ********************** apartment from when previous management was here. We attempted to fix many of these maintenance issues and did not charge for any of these items on her final account statement. The only damages that were charged were for door damage that was not mentioned to us before this complaint was filed. We are happy to discuss with ******************. 

• Initial Complaint

  Date:08/14/2023

  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.

  1. I signed up for a specific floor plan and got a completely different one.2. Unit was not ready on move in date- completely filthy, things were still broken, cracks in walls, fire detectors were beeping 3. Bug infestation from day one. Why do we pay for pest control when the pests are not controlled?This has to a health violation of some sort....bugs all over units and on top of pest fee with rent I've come out of pocket my own $ to try and get rid of the bugs 4. Unit is shifting- large cracks from floor to ceiling are showing up. Cement front entry cracking. Doors won't close properly since the frames are shifting.5. We pay for parking but there is no sign system or permit sticker in place to indicate who is assigned to spots so anyone can park anywhere.6. There is no one on property especially into the night to regulate loud music/noise and partying in tje common areas well after the "10 pm" cut off time 7. Every time I send in a maintenance request I wait for a response and get nothing. When my oven broke in June, I had to call 3 days after I submitted request because no one contacted me 8. Why am I forced to pay for valet trash I never use and for pest control that does not occur?

  Business Response

  Date: 10/02/2023

  Hello

  In regards to your concerns please see below.

  1. We understand the original unit was not was expected and that you had to be transferred to another apartment.

  2. We apologize the unit was not completely ready on move in date and have had our maintenance come back and make these repairs. The office has also tried to reach out and get in touch to see if any other repairs are needed.

  3. We were unaware of the pest control issue you were experiencing but can get you placed on the pest control list right away for treatment. They do come weekly and service just has to be requested through the office.

  4. We were unaware of these issues but can maintenance over to resolve this quickly. Please give the office a call back and they can coordinate a day that works best for you to repair.

  5. The carports are assigned but we do not have a sticker system. However, if someone is parked in another person's spot, we do have onsite towing to resolve these matters.

  6. If you ever have issues with noise or other civil matters you would need to call 911 or the non-emergency police line for them to send someone out and resolve the issue.

  7. I apologize for the delay in service, however we do ask for you to give us a reasonable time to respond and handle all service requests as the property does have almost 600 apartments it oversees. We do take emergencies/high priority work orders into consideration and try to handle same day or next day.

  8.Valet trash is apart of our ***************** that is charged to every resident for the service Sunday thru Thursday. Pest control is also apart of the ***************** that is charged to all tenants, and again if service is needed you can call the office and request and they come every week.

   

  Best Regards,

  Treepoint Management

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 in January 9 2023 in a nit ready unit from out of state. I've been having issues since day one. Non of my work orders are complete. Every month there's an issue with the hot water. No hot water for days and weeks. No mail box or mail to your complex since February 2023. They want the full amount of rent every month but everything in the lease that you was promise has been am inconvenience to all. We have to find a way to the post office to receive mail and that's not right. I've been here for a couple of months now and I'm ready to move. Do not like paying all this money for rent and not able to live comfortably in a non ready unit. Please help ... Please.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 02/25/2023 we moved into parks at treepoint apartments in ********* **, *****. when we got the keys we were told that the apartment was move in ready & had been throughly inspected. upon entering the establishment we found rotting wood, mold in the vents, rotting wood in the kitchen, a broken detached unsanitary dishwasher & a infestation of roaches. we marked all this down on the ********************** form they gave us at move in to turn in 48 hours after moving in. we submitted that document today 02/27/2023. when we spoke to ******************************* the assistant manager. she told us that our only 2 options was for us to continue staying in the apartment while they tore it apartment fixing the issues & the roaches or wed have to buy out of lease for $2,000 + any fees that would be acquired in the process. they say in the lease the only time they can move residents is in the instance of bed bugs but roaches and mold carry just the same amount of urgency. As there are people who have health problems living in this dwelling who also have asthma. long term exposure to ************** can have symptoms of runny nose, itching, coughing, difficulty breathing, ******************* since moving into the apartment on 02/25/2023, we have been having 6/6 symptoms that we have listed. Not including other symptoms not listed, such as dysentery, typhoid fever, cholera and more. they are directly putting our lives in imminent danger and they have no urgency or willingness to want to find a solution to this problem. I dont think its appropriate for a tenant to have a valid complaint that directly effects their health and being told they have to continue staying in that dwelling. when we asked her if she would feel safe & comfortable staying in the dwelling she deflected the question.

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been sent a bill in the mail for charges that already apply towards my rent. It also shows a previous balance of 89.85$. These utilities are included in my rent so I dont understand why Im being charged again. The number on the bill says its been disconnected so I cant even call anyone to figure this out.