Complaints

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

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  Heart Property Management LLC

  750 N Saint Paul St Ste 250 Pmb 70203 Dallas, TX 75201-3206

• 

  Heart Property Management LLC

  906 W Mcdermott Dr Allen, TX 75013-6510

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:04/17/2025

  Type:Customer Service 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.

  Do not lease with this property management company. Communication is impossible. Like they will never answer the phone. Im not sure how you manage to run a company solely off of texts We moved out fall 2024 leaving the house in far better shape than we found it. For starters there is a balcony overlooking the front entrance. I had to take it all down and re-do it as I have a 2year old that would lean on it. The balcony was weak and held in with staples. The house wasnt painted, just new paint in several spots that needed patchingcausing it to stand out. The sinks leaked, I fixed. The fence was heavy damaged (I paid a pricey pet deposit) I fixed the fence as well. The shower was glass wouldnt slide, I fixed that as well. There were far more issues not worth typing. My point is, I was a very easy tenant. Always paying weeks before due date and having professional cleanersclean approve moving. After 28 days of no response on my deposit they finally reached out day 28 stating they had 30 days to refund me. ****, no big deal. Day 30 rolls around and we received an astronomical bill. From the paint that I previously spoke about to the cameras that were installed with the wires cut prior to us moving in. I have reached out for months to dispute these charges with zero response. Zero response from text as well. Where I failed was not being super thorough on the move-in walk-through. I noted your basic damages and the paint that again, I talked about above, but I wouldve never thought to think about disconnected cameras on the outside of the house that had been installed prior. I was charged a cleaning fee again I hired professional cleaners. They charged me for the garden bed having weeds. This was set me over the edge as we re-did the garden bed because it looked like total c*** when we moved in. I could go on and on about this company, but one things for sure. Its been six months and nothing from them besides the final bill. DO NOT USE THIS COMPANY!

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been reaching out to them since 2/7/25. The city is trying to cover fees and rent due to me being sick and hospitalized. Ive sent numerous emails, text and left plenty of voicemails for them to complete the forms so that my son and myself are not homeless. I just started back working due to doctors orders. I have until 3/4 to have those forms turned in. If not they will not be able to assist me for another 30 days after 3/4 date. Im really needing someone to text me, call, or email me. Letting me know all 4 forms are completed. Please dont leave us out here like this.

  Customer Answer

  Date: 02/26/2025

  You may close my complaint. The company responded to me this morning.

• Initial Complaint

  Date:07/01/2024

  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 first made a maintenance request on 3/13/24 that bees/wasps were coming into our room where our baby sleeps. The windows throughout the home are not sealed properly & do not close all the way (stated in move in inventory list). We have a family history of bee allergy so we requested for the windows to be replaced. It is now July and we have had multiple vendors come and look at the windows. They all said they need to be replaced so they got measurements and never came again. They just keep sending different vendors to see the same issue. We are scared for our baby- that is all. We have sent photos showing that there were wasps found in his clean clothes. We have had rain come through the window causing water damage. We have had roaches and even had to kill a rat from trying to come in from the window. We have paid rent every time - on time. We follow the rules, respect the home, and treat it as if it was ours. Of course, as the other complaints mentioned, you never can get ahold of someone. You can leave voicemails, email, or maybe a text if youre lucky but not an actual voice conversation. We have been patient and understanding until yesterday-6/30/24. We placed our son in his playpen to play and a moment later , we noticed something moving. It was a huge SNAKE in my babies playpen. You cannot even imagine the fear my husband and I had in the moment. The scream and cries I let out thinking what if we didnt get him in time. I grabbed him from my husband and ran upstairs to make sure he was ok. He was crying and I went to see if it was because he was hurt or scared. We noticed a bite/scratch on my child. The snake got in from the unsealed window. Prior to this incident, I wrote them several emails stating we dont feel safe in the home because of these conditions. We said if they didnt want to replace the windows to just let us leave the home with no penalty. We have received no response thus far. HPM has caused trauma to my family.

  Business Response

  Date: 07/10/2024

  On June 25, the contractor who visited the property over the weekend confirmed sealing 6 windows. Please refer to the attached photos showing the noted before and after. They verified that gaps and holes were causing leaks during rainstorms and allowing wasps into the house, which was reported by the tenant in March. Regarding the snake incident on June 30, our staff was off-duty during the weekend and unable to respond immediately. However, we addressed the issue promptly on Monday and have requested further investigation to determine how the snake could have entered, noting that all windows with gaps or holes were sealed before the incident occurred.

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heart Property Management (HPM) does NOT respond or communicate to the tenants concerns once the lease is signed. We have had maintenance requests that took a month to fix, with no communication from HPM. The main phone number goes directly to voicemail and no one ever returns the phone call or text back. The portal to pay rent doesn’t work appropriately which led to billing problems( see attached). I paid my rent 4/26/24 and on 5/1/24, HPM messages me back stating they had trouble with my payment yet I used the payment saved in their portal for payments( see attached). On top of that, they bill me a $50 late fee when I have been trying to get in contact with them for days.
  I had questions regarding billing, and called their main number but no one ever called me back. I called HPM 5 times and sent 2 emails, but no response. Idk how this is allowed. The worst landlord I have ever had. NEVER RENT FROM Heart Property Management.

  Business Response

  Date: 05/07/2024

  We acknowledge the delay with the responses and the limited communication channel. The preferred communications are via messages and emails to ensure that everything is documented. Please refer to the attached records of conversations through SMS/messages facility and email.
  
  Regarding the reversed payment, we did notify the resident promptly and informed her that the system showed that her payment on the 04/26/2024 was not successful because the inputted account number is incorrect or the account number is connected to an inactive bank account. We offered assistance and refunded the reversal fee after confirming that she was using the same account or card when she processed the payment. Her current balance has an overpayment of $150.00 resulting from the refund of the application fees and the refund of the reversal fee.
  
  Our records show also that the maintenance requests she has raised were being processed on time and regular updates are available via the portal. On top of that, our maintenance team send her a separate update and confirmation on why some of the duplicate requests were being cancelled. The waiting period also being communicated to stay transparent as we do encounter challenges in being able to schedule our 3rd party contractors.
  

  Given the circumstances, we can say that we have not neglected or ignored any of the resident's concern.

  
  

  Customer Answer

  Date: 05/07/2024

  I am rejecting this response because:   Heart property management group has failed to provide adequate communication with the tenants without  multiple messages from the tenants. In their response, HPM acts like they notified me of the payment problem promptly when I was the one prodding for the information and asking for a refund for multiple days. My requests were answered after I submitted multiple tickets to the maintenance section asking for the property management group to contact me( see attached). I will only be satisfied if HPM upholds their end of the contract by providing clear and timely response to the tenants without multiple messages. The only reason I was issued a credit  is because I asked multiple times. Not because they found error in their own company. For me to accept HPM response,  I need written notice of how they plan to improve communication and response to tenants. 

  Business Response

  Date: 05/08/2024

  We do appreciate your candid feedback regarding Heart Property Management Group's communication and responsiveness. We understand your frustration with the lack of timely communication and the need for clearer and more proactive responses from our team.
  
  We can see the miss on our part in setting expectations. We have a messaging system where all messages from all tenants and non-tenants go through and that we address them based on when they were received. There are instances that the initial responses get delayed for more than 24 business hours. Once the concern has been assigned to a specific team within the group, the team assigned will review the endorsed issue following the "first in, first out process" also.
  
  Regarding the multiple maintenance work order requests, those were received by the maintenance team who were not the specialist team to assist fee waiver or refund requests hence all requests created were cancelled and closed to avoid them getting forwarded to our contractors.

  We can confirm that our process is following the standard guidelines and are compliant. We acknowledge that there are areas for improvement to ensure that 100% of the residents experience the service that they require. At the moment, you may share with us your suggestions and recommendations on the changes that you would like to see.
  
  You may send your recommendation to our email address, ****************** to ensure it is documented. We can commit to making sure that you will receive a response within 24 business hours of receipt.
  
  

  Customer Answer

  Date: 05/08/2024

  I have reviewed the business’ response and accept this
  resolution.  Thank you for trying to come to a resolution. I truly hope you can commit to better customer service. Here are my suggestions:  replying to your tenants in a timely fashion( within 1 business day), having someone answer the phone during business hours rather than sending it to voicemail, and attempting to resolve issues with tenant rather than charging a fee when the portal wasn’t working properly.  
  

  Kindly remember, a happy tenant is a happy landlord. 

• Initial Complaint

  Date:04/17/2024

  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.

  I received a move out statement on 4/17/24, indicating that I caused $2,189.98 worth of charges. Some of those charges are legitimate, but at least $1190.98 are unfounded. I have video evidence of my move out. I have called and texted their number, but they are extremely difficult to get a hold of as it is.

  Business Response

  Date: 04/18/2024

  Subject: Move-Out Inspection Photos and Tenant Condition Form
  

  Hi,

  The rehabilitation cost of the property after the move out was based on the maintenance work required and what we have deducted from the security deposit of the previous tenant were the repair work needed beyond normal wear. This was confirmed and documented by our contractor who completed the move out inspection and have compared the property's current condition to when it was handed over to the tenant during move-in.

  As part of the process, we also take into consideration the information noted by the tenant in the move in condition form. Unfortunately, the tenant for this property did not fill out the move-in condition form we requested. As a result, we can only compare the necessary work based on photos provided by our previous contractor after preparing the property for the previous tenant's move-in.

  Please let us know if you have any questions or need further clarification. We can also provide the photos from the move out inspection report upon request.
  
  Heart PM

• Initial Complaint

  Date:01/19/2024

  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.

  Heart Property Management Has not been responding to my calls or my text for the last six months. I was renting a property from them and had informed them of some of the issues that I had one during last year summer I went without an AC for over a week, and I have a small child. They failed to repair the microwave and placed it with older appliances that were broken and I took pictures of these so that if a situation like this took place I would have evidence. They are feeling to return any of my calls any of my text. I have formally emailed them and texted them, including all the texts and communication. Ive had with them last year. But without fail, they have not replied back to me. *** also taken the privilege to go to their office in ****** only to find out is a virtual office and no one is here. I spoke to the office manager and other individuals at this office regarding the matter and they told me that their office is a virtual office through Legal zoom. I have texted and called without any answer. I need this situation resolved. I would like for them to clear my balance, and to make sure that they do not place the balance to a creditor. I have paid my deposit, and it was sufficient enough to cover any wares and tears in the home. I dont believe that I should pay for appliances that were placed that were already broken and I have evidence of the pictures of that. I also feel like I should not pay any extra money for the time that my son and I were in the hot ***** weather without any AC for a whole week. I have all text messages and evidence of this as well. Heart Property ManagementIs not responsible and is negligent for its customers. I would appreciate if.The BBB helps me resolve this matter if not, so, then I would probably need to seek legal advice on how to move forward. At this point, Id rather lose money through a lawyer than to have them continue being negligent with other people who are not able to speak out.

  Business Response

  Date: 02/28/2024

  Upon reviewing the complaint, we referred to our records and can see our efforts to respond and address the repair and assistance needed by the previous tenant. Our records indicate that the work orders were completed and confirmed as resolved by our vendors. No follow up work orders were received to notify us that the issue prevailed.
  
  We also see where the tenant's frustration is coming from and we regret any lapses in communication.
  
  To address the main concern, which is the deductions from the security deposit refund, we can confirm that the charges were aligned with the expectations outlined in the lease agreement regarding the condition of the home after move-out. As stated in the contract, upon lease termination, the tenant is expected to surrender the property in the same condition as it was received, with normal wear and tear excepted. Additionally, the tenant is responsible for leaving the property clean, free of all trash, debris, and any personal property. These provisions were clearly stated in the lease agreement, and deductions from the security deposit were made accordingly.
  
  The repairs needed to rehabilitate the property after the tenant's move-out and the respective charges are listed below, resulting in a total cost of $2,681.07:

  Cleaning - WM Debris Bag - $215
  Tree Pruning (adjust for severity) - Branches 8ft from ground, house & roof - $645
  Satellite Dish - Remove - $25.52
  Security/Alarm System - Remove - $74.76
  Repair holes in ceiling just to the left of the ceiling fan, Repair holes in the wall from TV mount bracket that was removed - $125
  Reskin cabinet floor underneath kitchen sink due to excessive water damage - $75
  Microwave - Over the Range - Remove & Haul away Old unit)Existing has a broken handle this is not repairable - $460
  Hallway closet door existing stop is broken - $7.13
  Fan - Pull Chain Extension Existing is broken - $10.75
  Replace damage door sweep at the back entry door - $75
  Light - Flush Mount - 11' 2 bulb - Existing is missing parts Replace the light if you cannot find a matching globe Bedroom 3 - $ 42.24
  Reinstall closet rod - $15
  Replace broken toilet paper holder - $25.76
  Light - Flush Mount - 11' 2 bulb - Pick Color /Finish Existing is missing parts Bedroom 4 - $42.24
  Round Toilet Seat Please toilet seat due to stains - $26.45
  Replace missing bathtub stopper - $69.24
  Reskin vanity cabinet floor due to discoloration and stains - $75
  Towel Bar In Spot shield Brushed Nickel Existing is broke - $45.09
  Repair hole in the wall - $25
  Garage door remote control - $62.54
  Blinds - 2' Faux Wood - Install New - $287.5
  Blinds - 2' Faux Wood - Install New - $83.95
  Blinds - 2' Faux Wood - Install New Bedroom 2 - $83.95
  Blinds - 2' Faux Wood - Install New bedroom 3 - $83.95
  
  

• Initial Complaint

  Date:05/16/2023

  Type:Product 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 HUSBAND AND I MOVED OUT OF A HOUSE MANAGED BY HEART PROPERTY MANAGEMENT AND HAVE NOT RECIEVED OUR SECURITY DEPOSIT BACK. FIRST OFF THE PROPERTY WAS DIRTY UPON MOVE IN. THEY TOLD US THEY WOULD HAVE SOMEONE CLEAN THE PROPERTY PRIOR TO MOVE IN. WHEN WE INITIALLY MOVED IN THE PROPERTY THERE WAS A FENCE AROUND THE HOME, WHICH THEY LATER HAD REMOVED. ALSO OUR A/C WAS COMPLETLY OUT FOR ABOUT A MONTH. WE SUFFERED IN OVER 100 DEGREE WEATHER DAILY UNTIL IT WAS REPAIRED. WE HAD TO PURCHASE A SMALL WINDOW UNIT BECAUSE ALL LARGER ONES WERE SOLD OUT IN OUR AREA. THEY FINALLY REPAIRED THE A/C AND DID NOT ATTEMPT TO COMPENSATE FOR ANYTHING. OUR LEASE WAS UP 3/31/23. WE MOVED OUT 3/20/23 AND LEFT THE PROPERTY CLEANED AND IN BETTER CONDITION THAN IT WAS WHEN WE MOVED IN. WE PAID ON TIME -WAS NEVER LATE FOR 16 MONTHS WE LIVED THERE. WE WERE TOLD ONCE THE MOVE OUT INSPECTION WAS COMPLETE 3/29/23 AND IT WOULD TAKE APPX 30 DAYS TO PROCESS THE DEPOSIT, AND THAT I WOULD BE REFUNDED ELECTRONICALLY WITH THE BANKING INFORMATION GIVEN THROUGH OUR ******* PORTAL. I HAVE BEEN CALLING TEXTING AND EMAILING ASKING FOR THE STATUS ON OUR DEPOSIT RETURN. I RECIEVED A TEXT STATING SINCE THEY TRANSFERRED BANKS RECENTLY IT DAMAGED SOME OF THEIR AUTOMATED SYSTEMS AND THEY FOUND THAT OUR CHECK WAS NEVER ISSUED. THEY ASKED FOR MY FORWARDING ADDRESS AND ADVISED THEY WERE SENDING A CHECK OUT THAT DAY, 5/2/23, I HAVE NOT RECIVED ANYTHING OR ANY OTHER COMMUNICATION. I SENT A LETTER TO THEM ADVISING IF WE ARE NOT REFUNDED SOON I WILL SEEK LEGAL REPRESENTATION IN COURT.

• Initial Complaint

  Date:10/21/2022

  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.

  I received my letter for my lease renewal on time. But I responded with additional questions and options. I have done this before looking to get some answers. I have sent 4 follow up emails, 6 phone calls, 3 text messages, and scheduled two calls with the office (they never called) in an attempt to speak with someone regarding my lease. They are completely unresponsive. They expect a decision from me by 10/22 but I don't know how I would even tell them since they do not provide any level of service or communication to their tenants. I have paid on time each month, did not complain too much when I spent the first month of my lease without functioning plumbing. Did not fuss when the house was filthy when I arrived and the yard was unkept. Did not fuss when they listed a property with a fenced yard, and upon my arrival it was removed. I can't imagine how this organization treats the bad tenants!

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Tenant has extended their lease.

• Initial Complaint

  Date:09/27/2022

  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.

  The property management company does not complete maintenance requests in a timely manner. Maintenance issues at the property pose health and safety concerns and have not been addressed in a timely fashion. The contact information for this company is either out of date or not monitored as no phone calls or emails are responded to. There is no emergency hotlines available to residents.
  

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a house from Heart Property Management, with the owner named **** ******* Rental property was 2016 Emerald Oaks in Mesquite. Rented from July 2021 to June 22nd 2022. I had issues getting into the property because he didn't have the home inspected. So, we had to move the move in date. Being that I've never rented a house before, I didn't know all he ins and outs. So, when it was inspected, the house failed. So, being that I had already planned to move, and had given my $1900 security deposit, he had to only charge me $1400 for 1st month rent. So, the contract stated that upon my move out, I would get security deposit back of $1900 if I submitted in writing 60 days before move out. Things started breaking down in the house, and he wouldn't return my calls. So, when I submitted my info online in the appfolio
  app, to vacate, noone contacted me. I sent the letter well ahead of 60 days to ensure it was timely and that I would get my deposit. Finally I was contacted by someone saying they apologize for not getting back to me. I scheduled to move. They had someone come inspect the property. The guy said it was just regular wear and tear of the house, nothing major. Mind u, we never could use the tubs because there was rust, and gunk in and on the drains. I showed him that and told him it was like this when we moved. The master toilet smelled like poop, but **** didn't fix it. So, in moving, I cleaned the house, had the grass and hedges cut, changed air filter, and left the keys and remote. They told me to leave the door unlocked so they could get the keys. I told them this may not be a good deal, but I did what was asked. I took pictures of everything inside and outside of the house because I felt like he wouldn't return my $1900. Well, it has been 2 months, and no money. He doesn't return calls and the number I have goes to voice-mail. His number is XXXXXXXXXX. I deserve my money back. He does not have good business practices, nor do the people that work with him

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 8, 2022/09/14) */
  Good Afternoon,
  
  We had a perfect storm of issues here, but everything has been confirmed squared away by ***** as of this morning.
  
  We she moved out, we initiated her move out process and completed the deposit return process in AppFolio. However, it was at a time we were transitioning accountants, and they never completed the process on their end - though it showed as "move out complete" on our end.
  
  Once she notified us of the problem, we quickly initiated a fix. However, due to the Labor Day holiday, an ACH transfer that typically takes less than 72 hours, took almost seven days.
  
  At this point, the money in her account, and we've voiced our apologies for the delay and the problems encountered along the way.
  
  
  Consumer Response /* (2000, 10, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)