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:11/05/2024

  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.

  Our property management company is retaliating against us for making a maintenance request. The dryer was 16 years old and we had placed numerous requests for maintenance as it would take 3- hours to dry. It was maintenanced numerous times in the last two years we have lived here. On 8/19 a new dryer was delivered but ***** refused to install it as there was water in the wall dryer vent, and didn't want to ruin the new dryer. We text the owner and made a request with Bristile Properties for the dryer vent with water. Bristile Properties sent out their maintenance guy, ****** who said he would schedule a dryer vent cleaning and hooked up the new dryer anyways without fixing the water issue. We never heard back about the dryer cleaning so on 10/1 I made a maintenance request for the cleaning reminding them that this was supposed to be done at installation. I heard nothing. On 10/21 I made a follow up request. Dryer vent cleaning occurred on 10/28 where there was water in the dryer wall vent again. The dryer vent cleaner said that the vent was clogged due to it being wet, and lint gets stuck. On 10/30 we get a $265 dryer vent cleaning added out our account, with a due date of 10/30. We disputed this in writing and requested the invoice but have rcvd nothing to date. On 11/1 they changed the cleaning fee to a late rent fee and added a $50 late rent fee on 11/4 then on 11/5 a $20 a day fee was added and will cont to be added. The wall vent is beyond tenant responsibility and they knew there was a water issue and still negligently installed the new dryer without fixing the issue. This is a repair and not tenant negligence. We are requesting that they remove all charges (including late fees) as we were not negligent and did not cause the need for the dryer vent cleaning. This is clearly retaliation for making a maintenance request and violation of Texas Property Code 92.331

• Initial Complaint

  Date:09/16/2024

  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.

  We moved into the apartments managed by Bristile located at ************************************************************. While living in these apartments we have had nothing but issues and no resolutions. We have put in maintenance order and they were not completed correctly or ignored for a long time. There were still damages from the last tenant when we moved into the apartment. We have a continues ***** problem and have been told that its because we do not clean up after ourselves. We have spent our own money on pest treatments and still have roaches with our 2 small children. We went 3 months with no A/C, we have a Mold problem, Unreliable plumbing that has to be constantly worked on by plumbers which then reveals another issue. When the A/C was finally fixed the **** repairman flooded our unit causing damages to our floors and made the mold issue worse in our kitchen/ bedroom and bathroom. We have had a ***** problem since the day we moved into both units before anything was ever brought in to the units. When we tried getting maintenance to address any issues we got no response or it would take months to get things fixed. We did not have a maintenance person for this properly until recently that is. Now that we have put in our notice to not renew our lease the management company is wanting to fix some of the issues with in our apartment.

  Business Response

  Date: 10/01/2024

  We appreciate the opportunity to respond to the complaint submitted to the Better Business Bureau (BBB) and would like to address the concerns raised in a factual and timely manner.
  
  Firstly, we take all concerns regarding property conditions,including health and safety, very seriously. We have made every effort to address all work orders submitted through our online system promptly. It is difficult to believe that five different work orders were submitted by the tenant on the day following the termination of our onsite property manager.Notably, the plaintiff and the former property manager were neighbors and had a close personal relationship.
  
  The plaintiff has lived in two different apartments within HAUS Apartments. Their request to transfer was due to previous air conditioning issues encountered in their first apartment. While the majority of our community experienced minor air conditioning problems, we can confirm that no resident was without air conditioning for three months, as stated. Our community operates on a chiller system, which was functioning at 50% capacity until fully repaired. We offered the plaintiff the opportunity to transfer to a townhome, which they accepted.
  
  Additionally, we contracted a professional pest control service to service our community monthly, and both apartments occupied by the plaintiff received this attention. While our building is over 60 years old and may experience occasional issues, our management team is committed to addressing them as effectively as possible.
  
  It is also pertinent to note that the former onsite property manager, with whom the tenants had a personal relationship with, was terminated on September 5, 2024. The timing of this complaint, submitted on September *******, shortly after her departure, raises questions regarding its validity.Furthermore, the tenants statements do not ******* an early lease termination,as they had previously provided us with a written notice to vacate at the end of their lease term.
  
  In light of the information and documentation provided,including maintenance records and communication logs, we respectfully request that this complaint be closed, as it does not accurately reflect the circumstances. Moreover, these issues were not communicated to us prior to the BBB submission.
  
  We remain available to discuss this matter further and are committed to resolving any legitimate concerns you may have.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:09/13/2024

  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 have lived in this apartment for almost 2 years. What we think is black mold now spreading on the ac vents coming through the ducts. With the ** being a chiller system. If it is mold, especially black mold, it is spreading to around 20 apartments. We are moving out due to this and a really bad bug/***** problem. We have been coughing and feeling sick more frequently and now seeing this on our ** vents make us feel like it is unsafe and very unsanitary for people to live in/like.We are paying $1,374 a month for this apartment plus utilities for almost 2 years.Also being a chiller system, during the summer, the apartment would be anywhere from 78-85F.We had to purchase 2 portable ac units and after a year of complaining, they gave us a 3rd.

  Business Response

  Date: 09/24/2024

  We have received the complaint submitted to the Better Business Bureau (BBB) and would like to address the concerns raised in a factual and timely manner.

  Firstly, we take all concerns regarding property conditions,including health and safety, with the utmost seriousness. Our records show that the only work order submitted regarding the ** unit in the past year was on May 2024, and it was promptly addressed and resolved. Since then, no further complaints or maintenance requests regarding your ** or any concerns of mold were ever submitted to our office. This contradicts the claim of an ongoing issue with the ** system, as there is no documented communication of these concerns until the recent BBB submission.

  Furthermore, as a proactive measure following the BBB complaint, we have already submitted a request for an independent vendor to inspect the ** unit and verify the conditions. Should any issues be found, they will be dealt with immediately.

  Additionally, it is important to note that the former onsite property manager, with whom the tenants have a personal relationship with according to the attached text communication, was terminated from employment on 9/5/24.Interestingly, this complaint was submitted on 9/13/24, shortly after her departure, and we find that the timing of this complaint raises concerns regarding its validity.
  
  In light of the information provided and the documentation attached, including maintenance records and communication logs, we respectfully request that this complaint be closed, as it does not reflect the facts of the situation, nor were these issues ever brought to our attention prior to the BBB submission.

  Should you have any further questions or wish to discuss the matter further, we remain available and committed to resolving any legitimate concerns.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/30/2023

  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.

  Upon my move in day me and Nickoy one of the property managers in *********** ** did a walk through of the unit. We discovered that the toilet in the master bedroom did not flush. She assured me that maintenance would be out that day to fix it since I am a new resident and it would take priority. The next day when I had my belongings moved into the house so discovered that the unit has no hot water and another toilet does not work. I called and texted the property management multiple times with no response. I called the emergency maintenance line over 10 times and no one came to my residence. Now I have been in the unit for over 3 days with no hot water and no functioning toilet. After they received my deposit and prorated rent I have never heard from my property management again. Very shady business and they do not care about their tenants.

  Business Response

  Date: 06/21/2023

  The tenant, ********************, moved into her unit on Friday, May 26th,2023. Upon inspection, it was discovered that the toilet in the primary bathroom was not functioning properly. **************** was informed that since there were two other working toilets in the unit, it would not be considered an emergency over the holiday weekend. Our dedicated maintenance supervisor, *****************, promptly engaged with **************** and her father over the weekend to address the toilet issue and also discussed the hot water problem that was reported. **** informed **************** that the water heater would need to be ordered and replaced.

  Upon returning from the holiday weekend on May 30th, 2023, our maintenance supervisor promptly installed a new water heater and repaired the primary bathroom toilet, which was the only one not functioning at the time. Please be assured that our maintenance requests are handled in a prioritized manner.Given the circumstances of Memorial Day weekend and the need to install a new water heater, which is not considered an emergency, we made it our priority to address these matters on the first business day following the weekend.

  Our utmost priority is our tenants satisfaction and comfort in their new home. We genuinely hope that **************** is now content with the resolution of these issues and that she is enjoying her new residence without any further complications, her happiness as our valued tenant is of utmost importance to us.