Property Management
Portico Property ManagementHeadquarters
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Complaints
This profile includes complaints for Portico Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/02/2025
Type:Order IssuesStatus: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.
Leasing office has ignored multiple requests for clarification, despite written confirmation from a leasing agent that my rent should be $808 including internet. Im now required to pay $984.98 through Flex and an additional $116 for internet that should have been included. They were told to call me and have deliberately avoided all communication. I was also promised 100$ off of first months rent due to the apartment not being ready up on move in date, but have yet to see promise obliged.Business Response
Date: 06/18/2025
Thank you for the opportunity to respond to Mr. ******* concerns.
We understand there has been confusion regarding his monthly rental charges and we appreciate him bringing this to our attention. After reviewing his account and lease file, we found that while Mr. ****** believes his rent should be $695, the only signed lease agreement we currently have on file is for $755. However, in the interest of resolving this matter amicably, we are offering to issue a corrected lease at the $695 rental rate he was expecting.
Mr. ****** will have until Friday, June 20, 2025, at 6:00 PM to review and sign this revised lease. Our Community Manager, *** ****, will be reaching out today to provide the updated lease for his review and signature.
To clarify the charges:
Base rent (New Offered Rent) - Must sign new lease in allotted time: $695
Trash: $18
Pest control: $5
Internet: $75
Liability waiver: $15
Total base monthly charges: $808 (before utilities, utility billing fees or any additional items such as pet fees or rentable items if applicable)The $984.98 referenced includes additional utility charges and a $50 NSF (Non-Sufficient Funds) fee from a returned payment on top of the lease signed rent and other fees $755. While we are happy to resolve the rent discrepancy, we are unable to waive this NSF fee as it is a valid charge per the lease terms.
Lastly, regarding the $100 concession for the delayed move-in: His account has been properly credited.
We are committed to resolving this matter and ensuring our residents feel heard and supported. We appreciate Mr. ******* patience and look forward to resolving this promptly.
Initial Complaint
Date:05/16/2025
Type:Customer Service IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with my upstairs neighbors who is basically disturbing the peace in my home. I have complaints dated back to October 2024 that include call logs, video recordings etc. This neighbor constantly violates ************************ My apartment complex courtesy officer is not helpful, and do not action when I call to notify the neighbor is violating the noise ordinance. This has resulted me in losing sleep, my childs sleep schedule has been interrupted. I am constantly filled with stress and anxiety due to lack of sleep. I have had several people come from the office witness the noise during the day, he received multiple warnings and lease violations. But the behavior continues, my mental health is declining and my sons schooling is affected as well. I have written correspondence of my sons ***************** teacher advising that he is falling asleep in class. I was lied to and told that he would be receiving an eviction notice but he is still residing in the apartment over 30 days after the supposed eviction notification. I have called the courtesy officer and visited the office several times notifying them of the continued peace interruption.Business Response
Date: 06/10/2025
We are sorry to here that you are still experiencing issues with your neighbor. Our team does document noises that are deemed excessive, however, since it is communal living, noises from neighbors will be heard. If anything is deemed excessive, our courtesy officer that is employed by the *************************, can issue violations on behalf of the community. Violations will not be issued if the noise levels are not excessive or violation of the city ordinance. At this time, it has not been found that the noise levels from the apartment are deemed excessive or in violation of any city ordinances.
We are happy to transfer to another unit to assist in accommodating the inconvenience you are experiencing. Please work with the leasing office if this is something you are interested in.
Thank you.
Customer Answer
Date: 06/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I have contacted the courtesy officer multiple times with no I provided a photo of a recent example I have tried to get action from courtesy officer. I received no follow up from the courtesy officer or the leasing office. I have thoroughly documented recent concerns, also consulted with an attorney.
[Provide details of why you are not satisfied with this resolution.]
Regards,******* ***
Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus: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 was overcharged $160 on my rent after Portico became my new management property, they have created no new lease for me to sign saying i owe this money. They have had to remove a renters insurance charge for me in the past month, but now saying they cannot do this anymore.Business Response
Date: 05/05/2025
Hello,
We welcome the opportunity to speak with the resident so that we can further review the account with them. We have attached the lease and the ledger for your review. The resident moved in on 1/29/25 with Asset Management which they did not have a utility bill such as water, gas due the billing being allocated and takes time to generate a cycle from when they moved in. On 5/1/25 the resident received a bill for the service dates of 2/10/25 - 3/10/25 due on 5/1/25. This is where the resident noticed the increase as they previously did not receive a water bill. Portico took over the community on 2/14/25 and we have also attached the ledger from the previous company for you to review. The resident had the option to have their own renter's insurance which why our team with Portico was able to remove the charges for renter's insurance.
If you have any questions or need any additional documentation, please let our team know.
Thank You
Initial Complaint
Date:03/02/2025
Type:Customer Service IssuesStatus: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.
Lakebridge townhomes has had us living in a unit that has been infested with rats and after asking if we could be moved into a different unit due to the situation, we were denied this option. Now we have dead rats in our staircase causing a pungent smell thats overtaking our entire unit. The townhomes were notified about this last week and did nothing. This is a very big concern as it can affect our health please keep in mind. I have a nine-year-old and a three-year-old living in the home as well. The health department has also been notified.Business Response
Date: 03/28/2025
Portico Property Management took over management of the on February 10, 2025. Ms. ********* initial complaint regarding the issue was on February 24, 2025. Portico was unaware of any issue prior to that. Upon receiving this notification, the Owner,through its new management company, took immediate and comprehensive action to address the situation, in full compliance with both the Lease and Texas law.
To be specific, in response to concerns, the Owner promptly:
Conducted an inspection of the Premises on February 24, 2025, confirming the issue.
Immediately placed mouse traps and applied rodent repellent that same day.
Arranged for a professional pest control service to assess the situation and set additional traps.
Removed dead rodents from traps the following day, and replacing them with new traps.
Sealed all visible holes and openings to prevent further entry.
In response to concerns, opened sections of drywall and removed parts of the stairs to see if it could locate any remains. No evidence of deceased rodents were found.
Scheduled follow-up visits from pest control services to ensure the effectiveness of the remediation efforts.Further, Ms. ********* account was credited $300.00. Ms. ********* next complaint was March 5, 2025. Portico responded the same day by offering to allow Ms. ******* to transfer to a new unit at the apartment community. Ms. ******* did not accept this offer. Portico notified Ms. ******* that the unit would be treated the next day, March 7, 2025. When attempting to enter the premises on March 7, 2025, Ms. ******* locked the top lock of the unit and exited through the garage door -- refusing to allow entrance to treat the unit and complete repairs. Management was ultimately allowed to enter the unit on March 14, and completed repairs on March 15. Since this issue arose, Ms. ******* has consistently made false and inflammatory statements on the internet. The lease and applicable law were complied with. The health department investigated and closed its case.
Initial Complaint
Date:01/24/2025
Type:Service or Repair IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I moved into this apartment in August of 2024 and after a few weeks I noticed the windows leaking water in the bedroom. I didnt think too much of it so I just wiped the seal with a towel. Then months later I started seeing it happen some more but I figured it was happening when it was raining. But I never seen any water in the windows in the kitchen and living room. So I put in 3 requests for someone to come clean the windows and seal it because its starting to have mold. Im 9 months pregnant and Im not about to clean all that when I kept reaching out to people before it got bad. When maintenance did come he said its nothing he could do because its coming from the weather or something he tried to explain to me but any other apartment I been in havent been like this so I dont understand. Then they keep putting in the system that they have completed the services and nobody have been here to fix the issue. So today 1/23/25 I called the office asking to speak with a manager but she wasnt in. Some lady I spoke with said I can do a mold (something) but it would be up to my expense. Im not paying for nothing extra that wasnt on my end. If they cant fix the issue they need to let me out of my lease or something. Im not about to have a whole new born baby in this condition and it gets worse. And if I do have to pay for someone to come out and fix anything I want a discount on my rent or utilities etc.Business Response
Date: 02/11/2025
We have inspected the unit and there are no visible leaks found in the unit. The resident has also stated that she did not see any leaks in the unit or around the windows. With the ******* humidity, the windows will produce condensation. This condensation is caused by the temperature difference inside of the unit vs the temperature and humidity levels outside of the unit. The property has single pane windows and therefore you will see higher levels of condensation form on the windows as there is not an additional layer of glass like you will see with double pane windows. We advise our residents to routinely clean windows and the window seals to prevent the condensation build up that can result in mildew. This is the same scenario on showers/bathtubs due to the condensation build up if the area is not cleaned.
Please let us know should you have any additional questions/concerns.
Customer Answer
Date: 02/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The reason Im not satisfied with their response is because for one no one has come out to actually inspect my unit. One guy came out to replace my batteries for the smoke alarm and I asked him about the window and asked to fix it because I had a request for that and no one came. So he looked at it from a distance and then walked up to it and swiped his finger on the window to show me why its water at the base of the window and said its nothing he could do because all apartments are like that. For two I have never mentioned to anyone that there WASNT a leak. I dont know where they got that from. I have pictures, videos , and requests that I put in. I even called the office multiple times and yet no one has came out pertaining the window. Im not about to keep cleaning it because its something going on with the windows in my bedroom. It doesnt do this in the living room or kitchen just the room. I have a whole new born baby that doesnt need to be around this. Any other apartments that I had in the past never had windows that leaked like this due to the weather. I need someone to come out to clean and fix the issue. I also have a camera in my apartment just in case they say they came to inspect it or fixed the issue.
Regards, *****
Initial Complaint
Date:12/09/2024
Type:Service or Repair IssuesStatus: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.
Hi, I just moved into this property, ***** *****, this past Sunday 12.01.2024. I first toured the property about a month ago and kept in touch with my leasing agent until he left the company. The agent and management who took over after he left had been extremely unresponsive unless I hound them with several emails and phone calls. I asked them more than 5 times to let me see my unit, but they kept giving me pushback saying that the unit wasn't ready and that maintenance and management had to do a final walk through. Fast forward to my move in date, the unit had a handful of issues. The master bathtub was not draining at all. The stove top was missing two grills. The bathroom mirrors and faucets were dirty and very dusty. The smoke detector batteries were out in both rooms. The balcony was very dirty with dried up dog poop and chalk writing. The kitchen drawers were very dusty and still had a little bit of food residue from the past resident. The fridge and freezer still had food stains from the past resident. I sent pictures to the property management team. They did not respond, so I resorted to contact their corporate team (Portico management). The corporate team managed to tell the property to fix some of the maintenance issues but both are refusing to send out the housekeeping crew to properly clean the apartment. They claim they did but when I came back home yesterday, the same cleanliness issues were still present. Instead, they said they have a 30-day satisfaction guarantee to end the lease early. The only issue with this option is that my baby is due in 2 weeks, and I do not have the luxury to go out and look for another apartment and move before the baby gets here. I explained to them that the correct solution in this situation would be to have the staff actually do their job correctly and make sure the unit is clean. The property management and their corporate team have been very nonchalant and dismissive on my request. I am not happy about that at all.Business Response
Date: 12/18/2024
Dear Better Business Bureau,
I am writing in response to the recent review submitted by ******* **** concerning her move-in experience at ***** *****. After carefully reviewing her claims, we believe several points raised are misrepresentations, and would like to provide clarification regarding the situation. Specifically, the allegations regarding dog waste on the patio and malfunctioning smoke detectors are false. Additionally, ********* statement that she was not contacted by our team is inaccurate, as we have been in constant communication with her throughout her residency.
To help clarify the timeline of events and our ongoing efforts to resolve any issues, here is a detailed summary:
Timeline of Events:
November 2024:
Fri, Nov 15, 2024 – Leasing Consultant Hanna ******* informs ******* that the apartment is still being worked on by the maintenance and housekeeping teams. The final walk-through will occur once the apartment is ready. Hanna apologizes for previous concerns.
Fri, Nov 15, 2024 – ******* expresses dissatisfaction about not being able to view the apartment before signing the lease. She requests to be informed when the apartment is ready for viewing.
Sat, Nov 23, 2024 – ******* expresses frustration that the apartment is still not ready for viewing and requests an update.
Mon, Nov 25, 2024 – After a failed link, ******* requests the lease again. Hanna responds and clarifies the standard move-in process, including the 30-day satisfaction guarantee.
Mon, Nov 25, 2024 (late evening) – Karla Rodriguez clarifies that the "cable" fee includes internet access and apologizes for any confusion.
December 2024:
Sun, Dec 1, 2024 – The Property Manager walks ******* through the lease contract, ensuring she has a chance to view the apartment before any agreement is executed. The contract is not signed until ******* has had the opportunity to inspect the unit.
Mon, Dec 2, 2024 – ******* reports multiple maintenance and cleanliness concerns (master bathtub, missing stove tops, and poor cleaning).
Tues, Dec 3, 2024 – Maria ******* ****** (Community Manager) confirms that the team will address maintenance and cleaning issues. ******* requests housekeeping service to be done on Wednesday. A follow-up is scheduled for the balcony cleaning.
Wed, Dec 4, 2024 – ******* confirms some maintenance work was completed, but cleaning issues persist. Additional housekeeping service is scheduled to address cleaning concerns.
Fri, Dec 6, 2024 – ******* reports hearing noise from upstairs neighbors at 8:55 PM. The Courtesy Office promptly contacts the neighbors to address the noise.
Sat, Dec 7, 2024 – ******* reports seeing a roach in the pantry and requests pest control services immediately. Emails are sent to property managers requesting urgent pest control.
Mon, Dec 9, 2024 – Maria ******* ****** confirms that pest control is scheduled for Wed, Dec 11, 2024, and a team visits to inspect the pantry for potential issues.
Wed, Dec 11, 2024 – Pest control services are completed by Alley Cat. No infestation issues are found.
Additional Information: In response to ********* claim that the smoke detectors' batteries were not working, we want to clarify that our maintenance team did not find any issues with the smoke detectors upon initial inspection. However, to ensure ********* satisfaction and address her concerns, we replaced the batteries in both units, even though they were functioning properly. This action was taken solely to make her feel more comfortable in her new home.
As seen in the timeline, our team has been proactive in addressing ********* concerns. We have communicated with her regularly, responded to her maintenance requests, and made multiple attempts to resolve the cleanliness and maintenance issues. Additionally, the claim about dog waste on the patio is inaccurate, as our team found no evidence of this upon inspection.
********* claim that she has not been contacted is also misleading. We have maintained consistent communication with her throughout her move-in process and beyond. We have worked diligently to ensure that her apartment meets her expectations, despite the challenges posed by delays and maintenance issues.
We kindly request that this misrepresentation be taken into account, as we have acted professionally and in good faith to resolve any concerns. Our team remains committed to providing a high-quality living experience for all residents, and we hope this clears up any confusion regarding ********* review.
Thank you for your attention to this matter.Customer Answer
Date: 12/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The business is claiming misrepresentation but there are several emails that I sent regarding the cleaning THAT WAS NOT DONE plus the pictures I sent. The property management claimed that housekeeping came to re-clean the apartment on Wednesday December 4th. I sent another email showing them that the cleaning was NOT done and I sent pictures to prove it. Lauren ***** responded that she will have further investigation with the cleaning vendor. Then she sent another email saying “*******,
Thank you for sharing your concerns regarding the cleanliness of your apartment at move-in. At ***** *****, we pride ourselves on providing a high-quality living experience, and I sincerely apologize if we did not meet your expectations in preparing your home.
I have reviewed the photos and understand your disappointment with areas like the balcony, mirrors, and faucet handles. While ***** ***** is a well-established and thoughtfully maintained community, we acknowledge that perfection may not always be achievable in a residence with such a rich history over the past 21 years. However, we are committed to addressing your concerns to ensure your satisfaction.
To that end, I’d like to remind you of our 30-day satisfaction guarantee. If you feel this apartment is not the right fit for your needs, you have the option to terminate your lease without penalty during this time.
We value your feedback and want to ensure you feel comfortable and happy in your new home. Please let me know how you would like to proceed.
Thank you for giving us the opportunity to resolve this. Your satisfaction is important to us, and I look forward to working with you.” … so I responded on December 5th “Hi Lauren,
I am well aware of your 30-day satisfaction guarantee but that doesn’t mean that your staff shouldn’t make any efforts to clean the unit properly. As you can see from the pictures, they did not even try. The correct solution is to have them actually do the job. When I toured for the first time, I was told by your leasing agent that the property had been renovated in 2019. So the “rich history of 21 years” should not be used an excuse. Ending the lease would’ve been ideal if I wasn’t so heavily pregnant at this time. As I am nearing my due date, it is extremely inconvenient for me to try to move again so soon. You guys asked me to fill out the inventory sheet and to send pictures of the areas that needed to be worked on. In turn, you promised to get these issues fixed. The maintenance side was finally done correctly, but the cleanliness was not even touched on to say the least. This is not providing a high-quality living experience as you claim. ” …. My response till date HAS BEEN IGNORED hence the reason for the BBB review. Then December 7th I reported a roach on the top pantry drawer that hopped out from possibly a hole in the back of the drawer. When I called the office and spoke to Karla, she tried to imply that the roach came from my boxes, which I did not appreciate. Then I sent an email as well and Maria’s response was the following “Good Morning,
Thank you for reaching out and letting us know about the roach in your pantry. I completely understand how frustrating and unpleasant that must be. We’ve scheduled pest control for Wednesday, and our team will also be there today to assist you in locating the roach you found while unpacking.
We are committed to resolving this issue as quickly as possible, and we appreciate your patience.
Please don’t hesitate to reach out if you have any further concerns.
Best regards,” … the same gaslighting I received from Karla as well. So I responded “The roach was NOT found while unpacking, it jumped out from the top pantry drawer as I placing some of my foodstuffs in there. I did not have any roach problems in my last apartment. You need to check if there’s a hole in there. I have a few of my foodstuffs in there now but most of it is still in the box because of how freaked I was. I can’t even open the drawer because I’m sure it’s still there. ” … Pest control supposedly came that following Wednesday.
My move-in experience at this place had been a NIGHTMARE from the very beginning… from dirty balcony, missing batteries in the smoke detector in the master bedroom, a bathtub that was not draining, 2 missing stovetop grills and uncleanliness in the bathroom mirrors, faucets, kitchen cabinets (hence the reason why there was a roach), the fridge and the freezer. THIS UNIT WAS NOT READY FROM THE BEGINNING BUT THE GASLIGHTING AND MULTIPLE EXCUSES FROM MANAGEMENT PLUS THEIR CORPORATE OFFICE HAS BEEN DISHEARTENING TO SAY THE LEAST. They still haven’t sent back the housekeeping crew to re-do the cleaning like they were supposed to. Pictures do not lie!Business Response
Date: 12/23/2024
Dear *******
Thank you for sharing your concerns with us. We want to ensure your satisfaction, and we are committed to addressing any remaining issues with your apartment. Please let us know the specific problems you are still experiencing, and we will have our team promptly address them.
Regarding the cleanliness, we want to clarify that our records show that the cleaning team did return to the apartment as scheduled. We acknowledge that you were not fully satisfied with the cleaning, but it is important to note that our documentation reflects that you were aware of the cleaning team’s visit. We apologize if it did not meet your expectations, but stating that the apartment was never cleaned a second time is a misrepresentation of the facts.
Additionally, we want to address your concern regarding dog feces in the apartment. Our team has found no evidence to support this claim. Furthermore, the smoke detectors in your unit were checked and are in proper working order, as per our maintenance records.
Lastly, we would like to remind you that prior to signing your lease agreement, you had the opportunity to walk through the apartment and accept its condition. We appreciate your understanding in this matter and are here to assist with any further issues.
Thank you for your attention, and we look forward to resolving any remaining concerns you may have.
Sincerely,Customer Answer
Date: 12/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
First and foremost, the name is ******* not *******. Secondly, there was NO misrepresentation whatsoever about the cleaning. I sent email proof to the BBB plus the pictures of the apartment after the cleaning team so-called “entered the apartment to clean a second time”. Thorough pictures were sent to property management and corporate on the state of the apartment PLUS the dried up dog feces and chalk writing on the balcony. The faucets were not cleaned, the mirrors were not cleaned, the cabinets were not cleaned (FYI this has also caused a roach issue in the pantry drawers TWICE ALREADY despite pest control coming one time). The fridge and freezer were not cleaned…. All those pictures to prove that your cleaning team did not do anything were sent. The response I got back from Karla when I spoke to her in person was “ this property is 21 years old” and dismissing my annoyance of the work not being done when y’all claim it was. So again there’s no misrepresentation as the PROOF is in the emails. My last email regarding the cleaning, all of you ignored till this day.
Regards,
Business Response
Date: 01/03/2025
Dear *******,
Thank you for sharing your concerns. I want to reassure you that the unit was thoroughly cleaned prior to your move-in. However, please note that the unit you chose is a classic model, which means that some appliances and fixtures may not be brand new. For residents looking for updated features, we do offer upgraded units with all new appliances and fixtures. If you’re interested, we can discuss transferring to an upgraded unit at the current rate.
Regarding the cleanliness of the unit, I’d like to clarify that there is no truth to the claim about dog feces being left behind. Since you had made it clear that you would not sign the lease until you viewed the unit, it’s highly unlikely you would have accepted it in such a condition. Our team would not have allowed this situation to occur.
As for your concerns about the faucets, mirrors, and cabinets, I understand that they may not meet your expectations. Please keep in mind that these elements show typical signs of wear and tear over time. However, we are committed to addressing any specific maintenance issues you may be experiencing. Let us know what needs attention, and we will take care of it promptly.
That said, I find this ongoing back-and-forth quite time-consuming. We would prefer to resolve any outstanding issues as efficiently as possible. I am happy to discuss any necessary repairs or improvements you would like in the unit.
Please let me know how you would like to proceed, and we will work together to ensure the unit meets your expectations.
Best regards,Customer Answer
Date: 01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Why am I just learning about your upgraded units today? None of your staff informed me during my tours. You should’ve offered from the first day I moved in when I pointed out the problems in the unit. That’s what a good business with competent management would do if they want to retain their client/tenant. You guys missed that opportunity. I would’ve jumped on the opportunity to move to a much CLEANER and newer unit that day when I still had help. Now it’s just me and my baby, so how will I be able to move at this time with no help? And let me remind you, I begged you guys to let me see the unit for 3 WEEKS before my move in date. But y’all kept saying « it’s not ready and that management & maintenance have to do their final walk through ». Only for me to find the unit un-ready anyways when I moved in. From the lack of cleanliness, to the dried up dog poop & chalk writing in the balcony (FYI Maria and the maintenance guy who walked the unit with me on my move in date were aware of this, so there’s no lie here WHATSOEVER so cut it out and take accountability), to the bathtub not draining properly, to the missing stove top grills and the master bedroom’s smoke detector needing new batteries. If a walk through was truly done, I wouldn’t have encountered these issues from the FIRST DAY. And when I asked y’all to fix the issues, the maintenance portions were fixed but the cleaning was not re-done as you claimed. I took before and after pictures as proof and sent it to you guys but you refuse to take accountability. The only solution I needed was for you to send the cleaning crew back to my unit and redo it PROPERLY.
Regards,
Business Response
Date: 01/24/2025
Dear *******,
Thank you for sharing your concerns, and I’m truly sorry for any confusion you’ve experienced. After reviewing our records, it appears that you toured both the upgraded model unit and a classic unit with Zaah. I’m sorry if this wasn’t clearly communicated during your tours, as we always strive to provide as much information as possible to help you make the best decision for your living situation.
Regarding the issues you’ve raised with your current unit, we take full responsibility for the cleanliness concerns you encountered upon move-in. We’ve worked to address all of your maintenance requests within 48 hours or less, taking into account your availability and timing. While we acknowledge the cleaning was not fully resolved to your satisfaction, we are committed to ensuring that this issue is addressed properly.
If you're still interested, we would love to explore the option of moving you into an upgraded unit. To assist with this, we are willing to waive the six-month lease requirement. The current and upgraded B3 floor plan is available for $2,216.00 plus the monthly water invoice.
If you’d like to proceed with this option, please stop by the office to discuss the arrangements, and we’ll do everything we can to make the move as smooth as possible for you.
We truly value you as a resident and want to ensure your experience here improves. Please feel free to reach out to me directly if you have any questions or would like to discuss this further.
Best regards,Customer Answer
Date: 01/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Zaah never showed me an upgraded unit so I don’t know where you’re getting this information from. He showed me a B1 unit, which was the smaller 2 bedroom unit. There was nothing upgraded about it. Then he showed me a B3 unit like mine, which wasn’t ready actually. There’s we’re still touch ups being done to it. He had me sign a waiver saying that I’m okay with being shown a unit that wasn’t ready. So no I have not been shown an upgraded unit. The last message you sent said that you would be able to move me to an upgraded unit at the same rate that I’m paying. So you’re contradicting yourself on this new message.
Regards,
Business Response
Date: 02/04/2025
Dear *******,
Thank you for sharing your concerns. We would like to address the issues regarding the condition of your unit and clarify the situation regarding the upgraded unit.
As outlined in the lease agreement under the "As-Is" section, you accepted the apartment and its fixtures as-is at the time of move-in, with the exception of conditions that materially affect the health or safety of ordinary persons. You were provided with an Inventory and Condition Form, which you were asked to complete and return within 48 hours after moving in to accurately reflect the apartment’s condition. On Sunday, we waited for you to review and approve the lease, during which time you had the opportunity to inspect the unit. At that point, you were fully aware of the condition of the apartment, and everything was considered to be in clean, safe, and good working order unless otherwise noted on the form.
Regarding the upgraded unit, as confirmed in my previous email dated 1/29, we lease remodeled units at the rehab rate. Hanna picked you up in our golf cart and toured the 1917 unit with you. If you are interested, please let us know if you'd like to reserve an upgraded unit at the upgraded rate. Our records indicate that Zaah also toured the upgraded model unit with you, as well as the classic B1 unit. The classic B3 unit offered to you is priced at a significantly reduced rent compared to other 2-bedroom units in the area, and the rent you are currently paying is 35% below the market rate for similar apartments in McKinney.
We have made every effort to provide you with options, including the opportunity to move to an upgraded unit. However, as stated in the 1/29 email, we are unable to offer a reduced rate for the upgraded unit. If the updated rent for that unit is not of interest to you, we fully respect your decision.
We have followed up on several occasions to assist you and ensure you have the information needed. We remain committed to providing a positive living experience. However, we kindly ask that any further negative statements regarding the property be reconsidered, as they do not accurately reflect the efforts we have made to accommodate you.
Please feel free to reach out if you have any further questions or concerns. We’re here to help.
Best regards,Customer Answer
Date: 02/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Are you guys not tired of lying through your teeth? The unit was NOT clean nor ready when I moved in. You were aware of the dirty balcony, the missing grill stoves, the bath tub in the master bathroom not draining and the various unclean areas in the unit. All of this was on the inventory sheet AND the emails. So the fact that you’re still delusional about selling me a « clean unit » is quite alarming. Once again Zaah never toured an upgraded unit with me, I saw one for the first time with Hanna.
Everything I’m reporting on this property is nothing but the truth AND with proof. You guys are upset that someone finally calls you out on your bullshit that’s why y’all felt the need to retaliate with 2 bogus lease violations. You never took my noise complaints against the upstairs neighbors seriously, you never reprimanded them for the STOMPING (not walking as you tried to put in the email) disruptive drilling sounds from their wall. There’s a big difference between walking and STOMPING. My complaints were due to the latter and how they were affecting my baby’s sleep. But you ignored my concerns and penalized me for hurting the broom on the ceiling in order for them to stop their racket. Then the so called meeting you asked me to have to try to find better solutions was nothing but an ambush. I expressed my concerns with poise at first UNTIL you accused me of giving the neighbors a hard time. That’s what set me off. You were not trying to resolve anything amicably, your sole purpose was to antagonize me and accuse me of disturbing the neighbors when in fact it’s the other way around. As a result I stormed out because clearly the conversation was going nowhere. You then gave me another bogus lease violation under the pretense that « there was banging of the door » and « disrupting future residents » which both was a lie. When I stormed out, the sliding door slammed. I didn’t bang the door as you put it. Also there was no one in the lobby. Hanna was already out touring a prospect. All you people do is lie and try to make me look like the bad guy. So as a result, I have sent the recorded conversation and all the email threads and my service requests to my lawyer. You will be hearing from him soon. We will be disputing those unjust lease violations.As for my review on this company on the BBB platform, it will remain open for everyone to be aware of how incompetent this company is.
Regards,
Business Response
Date: 02/20/2025
Dear *******,
Thank you for reaching out and expressing your concerns. I want to start by acknowledging that I understand the challenges you are facing as a parent and the need for rest, especially when caring for a young child. We do take all complaints seriously, and I want to assure you that we took immediate action to address the issue.
In response to the noise complaint you submitted, I personally visited the third floor and conducted an inspection outside your door to assess the situation. Upon my visit, I did not observe any abnormal disturbances or noise that would suggest a significant disruption. The sounds I heard were consistent with everyday living activities and did not appear to be excessive or unreasonable.
While I understand that fatigue and stress from your current situation may influence how noise is perceived, I believe it is also important to consider the well-being of the entire community when addressing noise complaints. We strive to balance individual concerns with the needs of our residents as a whole. Unfortunately, your actions, such as regularly banging on your neighbors’ ceiling, demonstrate a lack of courtesy towards the broader community. Such behavior can disrupt the peaceful environment we aim to foster here, and it is not consistent with the respectful communication we expect from all residents.
Additionally, the language used in your service requests has been concerning. While we understand the frustration that can come with living in a shared environment, we kindly ask for more respectful communication when addressing issues. Using curse words or aggressive language is not conducive to resolving concerns in a productive way and is not in line with the community standards we expect.
Regarding the lease violations that were issued, I want to clarify that these were not retaliatory but rather were the result of actions that were inconsistent with the terms of your lease agreement. The violations were based on reported instances that did not align with the expected conduct for the community. It is important that all residents uphold the standards set for the benefit of the entire property, and we are obligated to follow through on our responsibilities as outlined in the lease.
I understand that our meeting may not have met your expectations. Our goal is always to find a resolution to issues in an amicable manner, but we must also ensure that our procedures are followed fairly and consistently.
I have noted your concerns, and I assure you that we will continue to monitor the situation closely to ensure all residents are treated with respect and that noise-related concerns are addressed appropriately. I understand that you have sought legal counsel, and we are prepared to work with your attorney to resolve any disputes.
As for your review on the BBB platform, we are committed to providing the best service possible, and we take feedback seriously. We hope that we can continue working towards a positive resolution.
Thank you for your understanding, and please do not hesitate to reach out should you have further questions.
Best regards,Customer Answer
Date: 02/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
You did not conduct an inspection AT THE TIME that the noises were going on. So coming hours later after my complaint requests does not count nor provides any type of resolution. So with that being said, no action was taken against the neighbors upstairs. Instead you retaliated by penalizing me for responding to their disturbances.
Regards,
Business Response
Date: 03/11/2025
Dear *******,
Thank you for reaching out to us regarding the ongoing noise complaints. We understand your frustration and sincerely appreciate the feedback you’ve provided. We want to ensure we address your concerns in a productive and fair manner.
Please know that we are not retaliating in any way. Our team has been in your home as recently as last week to provide necessary services. We hope you understand that we must request all residents to adhere to the courtesy policies outlined in our lease agreement to foster positive relations between neighbors.
As mentioned earlier, after May, we will no longer be hosting your neighbors, as they have decided to move out following repeated consultations about the noise complaints from their apartment.
With that said, we would like to hear any other solutions you propose to address your concerns moving forward. We value your feedback and are committed to working towards a resolution.Customer Answer
Date: 03/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I’m sorry but actions speak much louder than words. You guys never took my complaints seriously, instead you were gaslighting me the whole time. Also I was never aware about the neighbors moving until this message you just sent.
Regards,
Initial Complaint
Date:08/22/2024
Type:Service or Repair IssuesStatus: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.
On July 6, 2024, I was referred to a townhome complex by my apartment locator. At the time they were offering $500 off the market rent and 10 and half weeks free for the first *************************************** the price and decided to take a look after looking at the units and pricing online. When I looked at the market rental rates online, the pricing displayed was $1867, so I did the math and the pricing was $1367 for the unit. I decided to go take a look. I liked the unit and I asked the leasing agent if the price was in fact $1367 after the $500 off plus 10.5 weeks free and she agreed. We then discussed how great of deal it was. I then told her I was very interested and that I wanted to apply. She informed me that the manager randomly selected 10 units to be displayed online, however I could pick any unit I wanted as long as it was available. I drove around the complex and found the unit I really liked and went back to the office to let her know which unit I wanted. She assured me the unit I wanted was available. She told me to apply for any unit if that unit was not displayed online and she would change it later. So I did just that, I applied for the unit and called her twice to make sure I would be switched into the proper unit. She assured me she switched me to the unit I wanted. After a week of waiting and going back and forth with rental verification, I was approved and sent a lease. The lease showed rent of $1867, not $1367 like she had told me. The unit I was assigned was incorrect and not the unit she assured me I was receiving. I reached out and explained the situation to her and she told me my unit was leased the same day, despite her telling me she put in the very same unit. She also told me the base rent was not $1867, instead it was $2367 and with the $500 off it was $1867. I tried contacting her manager, but was ignored. I would not have applied if I would have been told the price was $1867 and be put in a different unit. I want a refundBusiness Response
Date: 08/22/2024
Hello,
Unfortunately, our policy doesn't allow us to waive application and/or administration fees. This information is provided to all applicants and requires acknowledgment via signature prior to payment processing. I can tell you that we have not and will not have rates in the price range mentioned in the complaint. Doing so would have our homes listed at $1000 per month below the market rate.
However, in good faith I have processed the full refund for $225. I hope that this will be of some relief to you regarding your experience during the application process. The refund will be mailed to the address on file. If you do not receive it within 30 days, or need further assistance, please email me directly @***************************************************************.
I sincerely apologize for this inconvenience and do wish to work with you for home needs in the future.
Best,
***** *****
Regional Director
Customer Answer
Date: 08/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Thank you very much.
Initial Complaint
Date:07/25/2024
Type:Billing IssuesStatus: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.
Apartments Portico is a leasing company that took over ownership of multi tenant property (Dovetree Apartments) while I resided there. Prior to their acquisition, and under their ownership - there were many complaints and maintenance request made for issues with apartment such as:-toilet/dishwasher clogged backed up & leaking under kitchen sink -repeated issues with ** going out -electrical issues with plugs not working -front door not being able to shut correctly without brute force These issues caused an inhabitable/unsafe living environment for me and my three young sons. Due to the negligence from Apartment Portico my townhome ended up catching on FIRE when the well known faulty ** blew. Had I not woken up at 4am to the smell of burnt plastic the entire building would have caught on fire due to how the structure was built according to the fire department. While I might have found the source of the smell in time to prevent any EXTREME DAMAGES to OTHER peoples tenants, damage was done to my townhouse. Smoke and soot damage to my everything in my bedroom and my sons. What is even worse this issue could have been resolved if Apartment Portico had competent maintenance crew who processed repair request in a timely manner. Due to the delayed servicing of the ** unit and even after the fire (because the unit was never replaced) my sons slept on the floor in my bedroom for 3 months. Their room was like a sauna during the months of July, August, September and was avoided. When the ** is was first addressed in July, I was provided a small window unit which made my room comfortable. After multiple discussions with the front office I was never offered a reduction on my rent even though I was living in a 1 bedroom with barely a functioning toilet death trap instead of a 2 bedroom/2 bathroom luxury townhome. In Nov. I left the property & did not return - Im being charge tor over $5k for breaking my lease for a property they failed to maintain and I could have diedBusiness Response
Date: 08/05/2024
Hi - We do not manage a community with the name Dovetree apartments or Apartment Portico. Please reach out to us directly to provide more information.Customer Answer
Date: 08/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The property I resided at is now under a new named *********.Address is:***********************************
I was never contacted about this issue until Portico Property Management put it into collections with Pro Collect.
So now not only did the management on site failed to provide a viable home, but my credit is now being affected.
if I need to get a copy of the fire report I will do so.
Regards,
Business Response
Date: 08/07/2024
Hello Jordan,
We are not familiar with the situation that led to and followed your move-out in January of 2023. Please contact our office and we would be more than happy to discuss the matter. You may reach us at ************.
Customer Answer
Date: 08/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
I have called twice now to resolve this issue with the number provided by the business and was directed to a voicemail that no one has responded to.
Regards,
Business Response
Date: 08/23/2024
Hello ******,
I have attempted to contact you via phone with the last number that we had on record and the individual told me that I had the wrong number. If you can provide me with updated contact information I would be happy to reach out to you directly so we may sort this out.
Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
The number can be reached at is ************
Regards,
****** *******
Initial Complaint
Date:06/07/2024
Type:Service or Repair IssuesStatus: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.
Has gone since the move in date of 3/17/24 without working air conditioner, clogged kitchen sink, not protective screens on windows to protect from burglary and privacy or bugs. moved me into an apartment that was not even ready but was listed as available. they do not answer calls or emails or get back to you. When this was finally brought to the manager's attention no resolution was provided. been losing groceries and plants because of this, have had to stay at a friends place due to the heat and weather without and ac that works.Business Response
Date: 06/25/2024
Tenant was not satisfied with several items in unit, our staff took action and provided request to maintenance who in return completed these items. HVAC repairs were completed within 24 hours of receiving service request. We do confirm the screen replacement is outstanding and it has been expressed to tenant that this is part of a property wide repair which will be replaced soon and does not cause any life-threatening situation. In regard to neighbor, they were provided a lease violation, and we urge residents to report any criminal activity to our 24-hour security officers.Customer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Charged me twice and won't refund my money. Keeps pushing me off and won't return phone calls.Business Response
Date: 10/16/2024
Dear ****,
Thank you for your response on the BBB. We understand that you rejected the last communication sent via the BBB, and we appreciate the opportunity to clarify.
Please note that Portico no longer manages the community. We acted as the third-party management company for approximately six months. The new management company is ResProp, and your best point of contact will be ******************************.
Additionally, the ownership group of the community is *************************************. You can reach ***** Orland, a partner at ****************, at **************** for further assistance.
Based on the screenshot you attached, it appears that the $1,920 is a credit and not an amount owed. We recommend reaching out to ResProp and ****************, as we no longer manage this community or have access to your records.Respectfully,
****** *****
Portico Property Management
Initial Complaint
Date:05/11/2024
Type:Customer Service IssuesStatus: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 4/26/24 I submitted a request for reasonable accommodation with the proper proof of disability to ****** *., the community manager at ******************* in **********, my apartment complex. He sent an email back that same day stating that my request was sent to corporate to wait for a response. It has now been over 14 calendar days, which is the maximum allowable amount of time a landlord has to respond to a reasonable accommodation request according to the *****. I believe ****** trails and Portico property management is discriminating against me due to my disability.Business Response
Date: 05/20/2024
Hello,
We apologize for the delay in response. You have at this time been responded to by the Community Manager as well as the Regional Director. The Regional Director has provided both email and phone contact should you have any further questions.
Thank you,
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