Complaints

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

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  Pathlight Property Management

  6500 International Pkwy STE 1100 Plano, TX 75093-8363

  
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  Pathlight Property Management

  120 S Riverside Plz Ste 2000 Chicago, IL 60606

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:06/05/2024

  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.

  We are renting a home from Pathlight property management and when I inquired about the home the first question I asked was if it has air conditioning. I was told yes by ******, the agent who had the house listed. I sent the screenshot of this conversation to to Pathlight. When we viewed the house there was no AC unit so I followed up with ******. She confirmed with Pathlight that they would be installing AC. Now that we have moved in and given our deposit and first month's rent they are refusing to install AC. I have been told I will hear from the field manager and there has been no call. I have followed up 3 times and they are simply ignoring me. I sent a maintenance request and I would like to call but their website does not have a phone number, only keeps redirecting me to the app or the online portal. I am furious and very hot. I simply want the central AC installed.

  Business Response

  Date: 06/21/2024

  Hi Kitty. Pathlight is committed to ensuring that all our residents feel valued in every aspect. Upon reviewing the listing used for marketing the home, it has been confirmed that the heating and cooling details indicate the use of forced air, which relies on air movement with a blower motor, as opposed to hydronic systems that utilize radiators to pull cool air from the bottom of the room. Our records indicate that on May 31, our lease administration team communicated with you regarding this matter. Additionally, our support team conducted a thorough investigation into your request for the installation of a cooling air unit. Pathlight can confirm that, as of June 5, the **** vendor has successfully installed and conducted comprehensive testing and quality assurance checks to ensure the proper operation and performance of the new central A/C system.

• Initial Complaint

  Date:06/04/2024

  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.

  The end of my lease was on 5/23/24. I was moving some of my property Sunday morning 5/19/24 to my new residence, when I returned Monday morning the locks had already been changed. (Sunday afternoon) There was no notice and I was locked out of my home 4 days Prior to my lease expiring. I was unable to do a proper cleaning at move out since I had no access. I was assured that a manager would reach out to me and as of 6/3/24 no local manager has called even after numerous attempts to get a resolution. Pathlight illegally entered the home, changed the locks and are still holding my security deposit. I am requesting my full security deposit back since I was locked out of my own home and unable to do a proper move out cleaning

  Business Response

  Date: 06/18/2024

  Hi ****. Pathlight strives to provide proper support to our residents and apologizes for any inconvenience caused by the issues encountered during the move-out procedure. Communication has been provided to **** to ensure that access to the home was on May 20. It has been verified that our resident partner has been in touch to assist ************** in the attempt to recover their belongings. Furthermore, the final breakdown of the security deposit deductions has been provided, outlining any charges deducted from the security deposit that the resident will receive after vacating the premises. Deductions are contingent upon two factors: any outstanding balance on the account at the time of move-out and any chargebacks incurred during the final inspection. Should ************** identify any discrepancies and wish to challenge any charges deemed unjust, they have the option to dispute them. To submit a dispute claims, please send an email directly to ************************************

• Initial Complaint

  Date:06/03/2024

  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.

  On 4/26/24 around 10:00 am I submitted a work order through Pathlight due to our hot water heater breaking. Someone didnt even come to our house until 5/2/24 to look at it. The man was there for 5 mins basically told us he knew nothing about them. He took a bunch of pictures of our tankless hot water heater and that the last thing we heard from him. Then Pathlight send another person out (an actual licensed plumber.) she actually walked around our house and looked at the hot water heater. She was very concerned about how it was not properly installed and not up to code at all. She was so nervous about it she shut the hot water heater off before she left. She wasnt 100 percent sure where the gas was coming out of making it unsafe due to carbon monoxide. She had a whole plan before she left on 5-12-24 (is when I believe she was there) and took off telling us we just had to wait for the bid to get approved. We waited several days to even hear from someone and when we did, they approved a bid that we didnt even know about. (Someone who was way cheaper but not licensed) I told the lady I wanted a licensed plumber because its more then just putting a new hot water heater in its involving gas now too. Since that day we have been in constant limbo with Pathlight . Its apparent they just care about their costs and not our safety. I have now been without hot water for over a month and thats illegal in ******. Without hot water the place is inhabitable. Anytime I get a hold of someone they say they will connect me with a resolutions team or manager and I never hear back. Here I am 3 days into June STILL NO HOT WATER. And left three voicemails with Pathlight and nothing. For three weeks now youve been telling me your gonna escalate the work order but we get crickets. cant even get a hold of anyone to break our lease either slumlords is what you guys are and I wont be paying Pathlight a dime until I have hot water.

  Business Response

  Date: 06/21/2024

  Hi *****. Pathlight can confirm that we were informed of the issue on April 26th. According to our vendor, the water initially runs warm for a few minutes before turning cold. Our support team sought a second opinion to assess the situation on May 2nd. We apologize for any delays in the repair process and the inconvenience the ********** household experienced. Our team members have been providing regular updates to the leaseholder(s) since May 9. Furthermore, on June 4, our maintenance support approved the installation of a new hot water heater. Subsequently, our support team has been in communication with the resident to provide updates and confirm that the hot water heater issue has been resolved as of June 14.

• Initial Complaint

  Date:06/03/2024

  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.

  On May 27, 2024, my husband and I began renting a home in ******, **, from Pathlight Management. We've not had hot water since moving into the residence. We've made several reports to Pathlight about the lack of hot water to no avail. They've failed to have a vendor come to the rental property to inspect, identify, and fix the issue. They keep telling us that they've escalated the issue, but they've yet to send a repairman or plumber to our house to identify and fix the issue so that we have hot water. When we offered to secure a plumber ourselves to identify and repair the issue, they informed us that they wouldn't reimburse us or adjust our rent if we used someone other than their vendors. Essentially, Pathlight is collecting full rent and management fees from us while failing to provide us hot water and/or a reasonable remedy to obtain hot water. We would love to have the full use and enjoyment of the home we're paying Pathlight for.

  Business Response

  Date: 06/18/2024

  Hi DeLesha. Pathlight can confirm that we were notified of this issue on May 31st, and a vendor was sent to evaluate the situation on June 4th. We apologize for any delays in the repair process and the inconvenience caused to the ******* family. Our team member communicated with the resident to provide updates until the hot water heater issue was resolved on June 10th.

• Initial Complaint

  Date:06/03/2024

  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.

  Company is currently trying to charge me ***** dollars for their own neglect of their own property as we were living there for hurricane Ian * immediately after the storm they randomly changed all their rules that they dont repair literally anything besides major appliances yet Ive addressed multiple issues with this company just for them to tell me its not their problem which is ok I get it but Im not gonna pay to fix their s*** when its their fault along with natural ************* of use of some of this equipment they kept just putting band-aids over the problems to now wanna replace everything as soon as I move out then turn around * charge me for all the s*** they shouldve been taking care of in the first place I will happily pay for damages I created which likely wouldnt be anything more than stains on the carpet since Ive left I seen they replaced the entire well system which was a problem in its own because it wasnt filtering it well enough to keep black debris from the toilets which I seen they also replaced on top of whatever ******** they put into the house that never wouldve been damaged if they werent the textbook definition of SLUM LORDS not to mention they raised my rent in the middle of a lease without any prior notification which Im pretty sure isnt even legal * I might have to be forced to look for legal help with this scam Im also willing to bet they never even fixed the leaking roof when we had water coming into the walls likely just painted over it because theyre scumbags

  Business Response

  Date: 07/11/2024

  Hello Mr. ****** Pathlight has received  ****************** concerns regarding the charges on his ledger. Our records indicate that on 1/18/2024, he was sent his Security Deposit Disposition (***) Letter, indicating the move-out charges added to the letter for various chargebacks due to the home's condition. In addition to move-out charges, Mr. ***** failed to provide a 60-day notice to vacate the home, which is outlined in the executed lease. The notice was given on 12/29/2023 with a scheduled move-out date of 12/30/2023, and there was charged an Insufficient Notice Fee of $4,463.06 and an Unpaid Rent Default Fee of $832.10, which was also outlined in the *** Letter. The claim that the rent was increased without permission is false. For the initial lease term from 1/10/2022-1/9/2023, the base rent was $2,095, and on 12/22/2022, a renewal lease was executed for a rental price of $2,345 for the lease term 1/10/2023-1/9/2024.

• Initial Complaint

  Date:06/01/2024

  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.

  I originally submitted a request for my pool pump to be fixed on 03/14/2024. I was being told that technicians were scheduled to fix it but it never got fixed. It is now 06/01/2024 and my pool pump still isnt fixed and my pool is now green, therefore unusable. I pay a monthly fee of $150 to Pathlight property management to have a clean WORKING pool. I insist that this be resolved.

  Business Response

  Date: 07/09/2024

  Hello, ****************. Pathlight has received ******************** concerns, and we apologize for not meeting her maintenance expectations. Our records indicate that as of 6/27, all of the pool issues were resolved. Credits have been processed for all of the pool fees, which were posted to the ledger on 7/2/2024.

• Initial Complaint

  Date:05/30/2024

  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.

  While Pathlight Property Management boasts of efficiency, their practices paint a different picture. Their disregard for fair housing laws is evident in their discriminatory policies, making it clear that profit trumps principles. From biased screening processes to neglecting maintenance requests based on tenants' backgrounds, Pathlight fails to uphold the basic rights of housing equality. Consider your options carefully before entrusting your home to such a negligent and discriminatory management company.

  Business Response

  Date: 07/21/2024

  Hi Vertric. Pathlight would like to confirm that our applications undergo a secure processing procedure. Various factors are taken into consideration during the application review, such as household income, Resident Scores, rent-to-income ratio, debt-to-income ratio, housing situation, employment status, and criminal history. Our applications team reached out to you on June 1 to communicate the decision on your application and provide guidance on the specific criteria for housing vouchers. 
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  We moved into this house September 8 and was told before we moved in at the pool would be ready. The pool was green when we moved in and unusable. After contacting Pathlight multiple times in October the pool was finally available to use for 2 months. The company doing the weekly cleaning reported the motor needed to be replaced. It was not replaced and the company was let go, the weekly cleanings stopped. We didnt know that this happened. We reported to Pathlight that the pool wasnt being cleaned and that worms were in the bottom of the pool. Pathlight was informed that both the motor and the filter needs to be replaced but only the motor was replaced. The motor burned out and the pool is inoperable for a third time. Everything had to be shut off because the motor started smoking and a fire hazard. In the meantime, while trying to communicate with Pathlight, the pool had become a pond again and with frogs and other things growing in it including the worms. So at present, with 3 months left in our lease, the motor is burned out and it is turned off and we are back to not being able to use the pool. The pool cant be cleaned because the filter is completely turned off. So now were back heading back to the pool sitting still and the possible pond scenario for the third time. Were paying an extra $225 per month for cleaning of this pool. Were also paying more in rent because theres a pool thats not working. Were the lucky ones. Pathlight knows about the defects in the homes that they rent and they still rent them with no intent to fix the problems. Youre given the runaround with responses that doesnt solve the problem but they take our most net without abiding by their agreement. Its very shady practices that leaves renters feeling cheated, used and unsafe within their homes. Pathlights business practices are unethical and dangerous because its housing and families are the ones suffering.

  Business Response

  Date: 06/21/2024

  Hi ******. Pathlight can verify that our team was actively addressing the issue and had been communicating with ***************** on June 4 and June 5 to furnish her with progress updates. Our team confirmed to the resident that the vendor is presently evaluating the warranty status of the motor and is awaiting additional details. On June 20, our resident partner contacted the resident to confirm the cleaning of the pool during the recent pump replacement, and the pool technician supplied photos as confirmation of the maintenance work being completed. Furthermore, we have confirmed that the pool credits have been appropriately applied to the account.

  Customer Answer

  Date: 06/21/2024

  Pathlight only fixed the problem completely after I submitted this complaint to BBB.  They were unresponsive for sometime which was making the situation worse.  So their response is after the fact.  

  Customer Answer

  Date: 07/01/2024

  I have reviewed the business response and accept this resolution. 

  Pathlight only fixed the problem completely after I submitted this complaint to BBB.  They were unresponsive for sometime which was making the situation worse.  So their response is after the fact.

• Initial Complaint

  Date:05/29/2024

  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.

  On March 24, 2024 I moved into a seemingly nice house owned by Pathlight Management Company at ****************************************. By March 27th, I put in a request via the app as my ceiling was showing wet spots. Pathlight did not identify the leak as an ** leak until weeks after and when they finally identified the leak black mold already had formed. They also had to come back multiple times as they did not patch it correctly first. The ** leak was not finally fixed until April 16th. This is when we were informed by a neighbor Pathlight had known about this issue via the previous tenant who is currently in a legal battle with them and did nothing about it before renting to us. A few days after someone came in to remove the ceiling. Since then, I've had to call multiple times to get 3 different vendors to come out. They all said they would submit a bid to fix the problems, and all 3 were denied their bids by Pathlight. Each time, Pathlight denied their bids without notifying me and I've had to call them to get a different vendor out to do repeat the same process. Every time the vendor has stated they will try to fix the issue but Pathlight does not seem interested. I've had exposed insulation for around a month now. Lizards have entered the house through the exposed outdoor vents. I've had to take around 8 days off of work to be here for vendors which affects my income just for no resolution. I've paid almost ****** dollars to Pathlight, for a house that has been inhabitable for around 3 days of my stay. Pathlight was aware of the issues prior to renting the house and instead of fixing them, they made a cheap cosmetic repair just good enough to be able to rent the house, just for the problem to persist as soon as the tenants decided to run air conditioning.

  Business Response

  Date: 06/21/2024

  Hi ******.  Pathlight received notification of a leak issue on March 27, 2024. Subsequently, a vendor was dispatched on April 4, 2024, to assess the concerns and carry out necessary repairs. Following this, a separate HVAC technician was dispatched to address the drain pan, remove excess water, repair the plenum, and level the air handler on May 2. In addition, Pathlight approved the drywall repairs, which were granted by our maintenance support on June 17. The vendor is now scheduled to replace the missing drywall, apply the finishing texture, and paint on June 21. Our resolutions manager will continue to provide updates until the project reaches completion.

• Initial Complaint

  Date:05/22/2024

  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.

  Pathlight never returns my calls. They only reach out when BBB is involved. This is my 3rd or 4th time to get Pathlight to resolve my issues. I submitted a ticket in March to have my home inspected for hail damage. Nothing was done for two months. I received text after text saying its scheduled, then rescheduled. I have texts to prove this. On Saturday May 18th at 6:30AM, 3 people show up unannounced pounding on the side of my house. My son was here, we thought it was gun shots. Checked my security camera and it was pathlight's people mounting ladders and ripping off siding. I told them that I had a text saying it was Wednesday 8:00am. I also specifically asked that weekends are not allowed. I stopped them from working immediately. Then about a hour later, a "manager" bangs on my door. Demanding that I allow them to finish their work because it's going to rain on Monday. I said you may resume at 9:00am. They ignored the 9:00am part and started banging away at 8:15am. Woke up all my neighbors and etc. Then someone from pathlight called and explained that it was indeed confirmed that it was Saturday. Yet they couldn't provide any confirmation. I demanded to speak to a manager who can do something about this. No return call. She also said that the work will take THREE DAYS. I said no. you must finish today since I am allowing unannounced work to be done. She accepted. Once the work was done at 4:30PM, my yard was destroyed. Nails, debris and ladders EVERYWHERE. They said they will come 48 hours to pick it up. I told them NO. There are kids who play here and I do not want to be responsible for injuries. They took what they could and left. Leaving nails, debris and ladders on my yard. Was picked up Monday. I need a manager to call me now to find the right compensation amount. Every year I have a problem with Pathlight.

  Business Response

  Date: 07/08/2024

  Hi *** Oh. Pathlight has received *** Oh's concerns regarding the roof. Our records indicate a work order was submitted, and the roof was inspected. At the time, it was determined that the work was in great condition and didn't need any additional repairs. While there may have been an inconvenience, we have found the home to be livable, and the necessary adjustments have been applied accordingly.

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because the complaint was not addressed. It was not about the quality of work - it was always about failed communication and coming to my home unannounced. If my home was "acceptable to live in" then why didn't you close the work order on the portal??? ALSO i've asked for a follow up call many times, yet no one calls. 

  Business Response

  Date: 07/21/2024

  Hi *****.  We have noted that a work order was submitted and the roof has been inspected. The affiliate confirmed on June 21 that no leaks were detected, the work was in satisfactory condition, and no further repairs were necessary. Despite any inconvenience experienced, we have confirmed that the home is habitable, and the required adjustments have been made as appropriate.
  
  

  Customer Answer

  Date: 07/22/2024

  Case #******** from BBB still not resolved since May. Not only that - the roof is STILL NOT FIXED. I have also tried many time to call Pathlight but they never answer the phone. It just places you on hold forever. I moved in 3 ******* ago. I have never received the neighborhood pool FOB. Treestone (Master HOA) said that Pathlight has it as it was mailed to them. They are not willing to send me another unless Pathlight authroizes it. I explained this to the manager last summer. But never recieved a follow up - so I gave up and never used to pool. This will be the 3rd year where my family will not be able to use the pool. Someone from ********** needs to call TreeStone at ************ and have them send me my pool fob. FIX MY ROOF! ITS BEEN OVER 4 MONTHS! SEND ME THE POOL FOB! ITS BEEN 3 YEARS! How have you guys not been sued yet?????

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because: Case #******** from BBB still not resolved since May. Not only that - the roof is STILL NOT FIXED. I have also tried many time to call Pathlight but they never answer the phone. It just places you on hold forever. I moved in 3 ******* ago. I have never received the neighborhood pool FOB. Treestone (Master HOA) said that Pathlight has it as it was mailed to them. They are not willing to send me another unless Pathlight authroizes it. I explained this to the manager last summer. But never recieved a follow up - so I gave up and never used to pool. This will be the 3rd year where my family will not be able to use the pool. Someone from ********** needs to call TreeStone at ************ and have them send me my pool fob. FIX MY ROOF! ITS BEEN OVER 4 MONTHS! SEND ME THE POOL FOB! ITS BEEN 3 YEARS! How have you guys not been sued yet?????  

  Customer Answer

  Date: 07/23/2024

  Can you explain to me why I received notification from my phone & email saying that you scheduled someone to come out and inspect the roof on Friday? If it is all clear why schedule this?