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:03/06/2024

  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.

  Unethical business practice. The first red flag was the rental was listed on REALTOR/ZILLOW for 2300. I made contact and visited the property nice house. Went through the approval process when presented with the contract the rent had increase to 2395. The response was take it or leave it. In February I made my monthly payment early. Nearly a week goes by before the payment is processed. Pathlight double pinged my account then hit me for an insufficient funds of 25 dollars. Then blocks me from using the app for a late payment and only after I try to pay the utilities do I find out the I have to send a certified check and the just sent me another late fee of 100 dollars. Through no action of mine I have been blocked from making payments and am being charged late fees. I've already caught them double billing for three months. The reply was it was just the way billing cycle lined up but some how it quit lining up like that. When I contacted them about the late payment I was told it was my fault and just to pay the 25 dollars. Since they are refusing to let me pay I want out of the contract.

  Business Response

  Date: 05/08/2024

  Hi, ********************. Pathlight has received ************************ concern. Our records indicate that you've had two returned payments within a 12-month time period (1/29/2024 for $1500 and again on 2/21/2024 for $2500), which violates the signed lease agreement. On 3/7/2024, our ************************** advised you of this information and provided alternative payment methods, which you initially refused due to convenience. You were provided with the mailing address and instructions to provide us with the tracking information once the certified payments were sent to ensure they were processed on time. In addition, the ************************** also issued a credit for the late fee of $100 on 3/7/2024, which was posted to your ledger. Our records also indicate that you've provided your Notice to Vacate, and we wish you well in your future endeavors.

• Initial Complaint

  Date:03/05/2024

  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.

  Unbelievable that these slumlords are in business. They dont deserve a dime from anyone. They didnt clean our home before we rented with them, then when we told them there was copious amounts of mold, they took FOUR MONTHS to send someone out. Two months later, someone came to fix the mold, and took out part of the wall where a window was. That window was fixed six months later. After a bad wind storm, whatever lining they had on our basement door blew off exposing the rotted and gaping holes in the door frame. That was addressed in December and its now March with no sign of fixing in sight. I cannot belive we rented from these people, they are legit scum of the earth and do not care to help anyone or anything. Theyre doing so many illegal things that get brushed off. I cannot wait to move out

  Business Response

  Date: 04/04/2024

  Hello *************. Pathlight has received **************** concern. We apologize for not meeting her expectations regarding her maintenance concerns. Upon further research, all of the maintenance requests were met and completed in a timely manner.

• Initial Complaint

  Date:02/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi! Pathlight is TERRIBLE. I have rented a house from them for over two years (will be my last). During this time several incidents have happened. Firstly, after hurricane *** they did not fix my fence (entire fence had fallen over) from hurricane *** for 6 months. Finally they sent someone who knew who I was (social media) and the vendor was sexually harassing me over txt and phone call and did not complete fixing my fence only half maybe and left all the old fence and nails in my yard. 4 months later fence finally fixed nearly a year later. Next my pool went green and was unusable for 4 months! The entire summer could not use my pool while they still gladly charged me $100 a month for pool cleanings that werent happening after 4 months they only credited me $200 back. They also said theyd credit me $200 for the weird vendor they sent but never sent me the 200 credit!!!! Even with the texts and proof of them sending a vendor who sexually harassed me and not fixing the property they also have ignored HOA violations regarding the new fence . Despite all of this they will not let me out of my lease free of charge and want me to pay a whopping 6K with all of this trouble. They continue to close work orders and never fix the property. Worst company ever DO NOT DO NOT RENT FROM THEM!!!! They do not heed HOA violations either

  Business Response

  Date: 03/14/2024

  Hello ********************. Pathlight has received ************************ concerns. We apologize that we were not able to meet her expectations regarding her previous maintenance concerns. Our records indicate that you were in contact with someone from our Resolutions team to address your previous concerns.

• Initial Complaint

  Date:02/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a home from Pathlight Property Management in *******, ** from May 2023-October 2023. At the time of our move-out, Pathlight sent a notice via email that stated our remaining balance owed from resident was -$2,775.90. Given that this sum was shown as a negative balance, we were under the impression that we would be receiving a credit/refund from Pathlight. On the notice, there was no clear indication that this was a bill. The statement was written in neutral terms (e.g. if money is owed, please send in. If a credit is due, Pathlight will mail this to your forwarding address). In this email we were told that a corresponding letter would be mailed to us and certified tracking was included. We never received any further contact from Pathlight Property Management, and in February we were notified that our account was forwarded to collections. Upon further investigation, it was determined that the final bill was never delivered, as verified by the **** tracking number provided. The mail was returned to sender in December 2023. Aside from the orig. email, there were no additional attempts to contact us to notify us of any remaining balance on our account. ********************** has our home address, two email addresses, and two phone numbers for us. We never received a call, email, or letter on this matter. We are not disputing that there is a balance owed to Pathlight. They provided a misleading line of accounting (i.e. stating there was a negative balance owed on the account) but have since clarified the balance to us. We are disputing the validity of their notification processes. Pathlight failed to reach out in any of the many ways at their disposal to notify us of this bill or clarify the balance owed. When their certified mail was not delivered, there were no further attempts to communicate the bill prior to sending it to collections. We believe that they were negligent in their handling of this issue and that we are absorbing the cost of their failure to communicate.

  Business Response

  Date: 03/13/2024

  Hello *****************. Pathlight has received ********************* concerns. We apologize that we had not met ********************* communication expectations regarding the ledger balance on their account. Our records indicate on 10/3/2023, she signed the Early Termination of Lease Agreement which outlined and advised there would be an Early Termination Fee of $5,340.00. At that time, there was a zero balance on the account. As of 10/13/2023, the fee was charged to the account. On 11/9/2023, the remaining utilities were charged to the account, totaling $159.92, and also a credit for $54.02 in addition to the initial security deposit of $2,670.00 being credited to the balance, which was $5,445.90 at the time. Once the security deposit refund was applied, that left a remaining balance of $2,775.90. Our records also show that as of 2/29/2024, they have resolved their balance through collections.

  Customer Answer

  Date: 03/13/2024

  I am rejecting this response because:   As I have outlined on multiple occasions, the complaint is not that there is a balance due, but in the ongoing poor communication that Pathlight has demonstrated. Pathlight utilized certified mail as an additional measure to ensure delivery of these balances and when this was returned to sender, Pathlight failed to follow up on this matter. Furthermore, I have explicitly asked over FIVE times to be put in contact with someone in administration to discuss these communication failings (to the Security Deposit Resolution team) and they have ignored my requests. My concern is not the balance, but that Pathlights failure to communicate ***** consumers. 

  Business Response

  Date: 04/10/2024

  Hi *******. Pathlight has received ********************* concerns. We apologize that we had not met ********************* communication expectations regarding the ledger balance on their account. Our records indicate on 10/3/2023, she signed the Early Termination of Lease Agreement which outlined and advised there would be an Early Termination Fee of $5,340.00. At that time, there was a zero balance on the account. As of 10/13/2023, the fee was charged to the account. On 11/9/2023, the remaining utilities were charged to the account, totaling $159.92, and also a credit for $54.02 in addition to the initial security deposit of $2,670.00 being credited to the balance, which was $5,445.90 at the time. Once the security deposit refund was applied, that left a remaining balance of $2,775.90. Our records also show that as of 2/29/2024, they have resolved their balance through collections.

• Initial Complaint

  Date:02/22/2024

  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.

  I applied for ******************************************************* via Pathlight property mgmt and was approved. As I got ready to send the security deposit in, I checked online and noticed that the move in date had changed so I called to get an explanation. The lady told me to hold on and not to pay until she could get confirmation of a move in date. I kept calling days and days went by and finally someone told me that the property was being sold and that I could transfer my application to another property. I then transferred my application to *******************************************************. I wasnt able to view the home because of my work hours so I had my mom take my daughter to view the property. At that time the floor appeared to have a ton of water underneath the flooring that had been placed. I later learned that a pipe had burst causing a bad leak which then changed the move in date to 10/08.When I finally got time to go and view the home and the repairs, I then requested to transfer to a different property. I learned that the house wasnt the size that I thought it was, nor did it have a basement. I also later learned that the pool fee was not included in the price of $3195. The house had previously been listed for $2795. I thought they raised the price to $3195 to include pool and lawn maintenance fees. Since then the property was recently listed at $2545.I was told that the only option was for me to sign a lease termination agreement and pay $6390, but what I cant understand is why should I have to pay for a house that I never moved into. I simply asked to transfer to another property. I signed the very first lease that was sent to me for 710 Oak Mountain and after pulling the house off the market and selling it without notice, they didnt ask for any money then to transfer my application to another property so why now. They have added numerous fees to my account for this ********************** including a fee for failure to transfer the utilities but I have a $500+ gas bill that shows that I had started service in my name. In fact the service stayed in my name until Dec 19, 2023.I have asked several times for someone to contact me via phone but they refuse to do so. I simply just want to transfer all the money that Ive paid to another property and not be penalized for the ***** point property.

  Business Response

  Date: 03/12/2024

  Hello ****************. Pathlight has received ****************' concerns. We apologize that we were not able to meet ****************' expectations regarding the application and leasing process. Our records indicate that she has been in communication with our Security Deposit Resolutions team regarding the charges on her account. As of 3/11/2024, **************** was notified by the Security Deposit Resolutions team has reviewed the account extensively and they have determined that the charges on the account are valid as disclosed in the signed lease agreement.

  Customer Answer

  Date: 03/12/2024

  I am rejecting this response because:   They have not looked over the ledger correctly and continue to charge me for time after the lease terminated as well as fees for the utilities when the utilities were in my name and I provided them with a bill as proof. I never moved into the property. I recently sent an email that outlines what charges need to be modified since it appears they want me to pay something. I will pay for 1 month, October 8, 2023 to November 6, 2023. I was told that the only way to transfer to a new property was to terminate that least and apply for another house.  The first house that I applied for and was approved for, was sold 3 days after signing the lease. I was then told that I could forward my application to a new property. I moved my application from ******************************************** to *************************************************************** but had no idea the conditions of the property nor that it didnt have a basement. The property is not worth $3195, which is why you have since lowered the price down to $2545.

  I am requesting to move my application to a new house as promised. You sent me a ledger for almost $10,000 for a house that I never moved into. You have over $5,000 of my money and want me to pay an additional $4,000+ for a property that I never moved into and was told that I could transfer. This is simply not fair and bad business.

  Business Response

  Date: 04/10/2024

  Hi *******. Pathlight has received ****************' concerns. We apologize that we were not able to meet ****************' expectations regarding the application and leasing process. Our records indicate that she has been in communication with our Security Deposit Resolutions team regarding the charges on her account. As of 3/11/2024, **************** was notified by the Security Deposit Resolutions team has reviewed the account extensively and they have determined that the charges on the account are valid as disclosed in the signed lease agreement.

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We applied for a rental property and were immediately approved. We were then sent the lease and the instructions of how to wire the security deposit. We reviewed the lease and the instructions for the wire. We corresponded with the person who sent us the email asking a few questions and also letting them know we had a service animal and, asked for the least to be updated. We asked in the lease for the pet deposit and pet rent to be taken off. They rightfully asked that we show the documentation for the service animals we have. Even though this was on a holiday weekend, we were able to get the documentation and send it back to the company. We sent several emails over a 24 hour period before our deadline. We never heard anything back as soon as we sent the documentation in for the service animals. The deadline had passed and we had no updated lease. Since we did not sign the lease and send the security deposit we had now lost out on the rental. It feels like discrimination because as soon as we sent the correspondence about the service animals thats the communication even though we did our part and provided what they needed. We just didnt want to sign some thing and be stuck in agreement. We just wanted that part taken out of the lease since we did ours in presenting documentation underneath the Fair Housing Act, with the Americans With Disabilities Act, and other laws providing people with disabilities an equal opportunities. We wanted to hear from the company and move into the rental. Instead are now having to start our search over feeling ignored and discriminated.

  Business Response

  Date: 03/18/2024

  Hello **************. Pathlight has received ****************** concern. We apologize for not meeting ****************** expectations regarding the application process. Our records indicate that ************** did email the ******************** Team on 2/18/2024 which was a Sunday and the office was closed on Monday, 2/19/2024 as it was a company-recognized holiday and the agent was out of the office on the following Tuesday, 2/20/2024. We can assure you that this is not a result of discrimination towards you. Our team responded to your request on 2/21/2024, while the lease was still valid and the updates regarding the pet deposit and pet rent were removed after receiving the *** documentation. Our support team attempted to call twice, but there was no answer either time. The application is still good. If you are still interested, please visit our website at ************************************** to find our current homes for rent. We would be happy to look into transferring your application to another property. 

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE have had numerous issues in this rental regarding un working items and maintenance issues and months of contact to get resolutions and yet again we are battling a major leak and black mold and they do not want to respond. We are very sick from the mold that they refuse to acknowledge or correct and are requesting to be let out of our lease ASAP or relocated to another property . If resolution is not made I will be contacting a lawyer due to I am presenting with serious health issues from the mold blowing out of our HVAC systems.

  Business Response

  Date: 04/10/2024

  Hi ****. Pathlight is committed to ensuring that all our residents feel valued in every aspect. We apologize for the inconvenience that the ******* family has experienced. Pathlight has communicated with the resident on March 28, 2024, offering an early termination with no penalty and awaiting confirmation of an agreed vacate date. Since the resident is still residing in the property, we are awaiting a response from them in order to proceed with the necessary repairs. Our resident resolutions team will continue to contact the resident until a resolution has been reached.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the worst property management company we've ever dealt with. You cannot reach them via phone. You have to use their appt to submit repair requests which they ignore. We have not had a working stove for 3 weeks now because they can't get their scheduling together and every repair, no matter how urgent, takes weeks for them to respond to. Our hot water heater is out too and I'm sure they won't fix that for weeks as well. Horrible company with horrible management.

  Business Response

  Date: 03/05/2024

  Hello **************. Pathlight has received ****************** concern. We are working diligently to resolve this matter and have escalated the work order to have the appliance delivered and installed. As of 02/12/2024 the resident has since provided a notice to vacate and moved out on 02/29/2024. We do apologize for any inconvenience this has caused.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE MOVED INTO A PATHLIGHT HOME OVER 2 MONTHS AGO. WE DISCOVERED THAT THE LOWER LEVEL HAD NO HEAT. THEY CAME OUT AND PARTIAL INSTALLED A NEW HVAC SYSTEM... SINCE UNIT WAS INSTALLED WE HAVE HAD 4 VENDORS COME OUT TO HOOK UP THE ELECTRIC AND ALL 4 MEN THAT CAME OUT HAD NO IDEA WHY THEY WHERE THERE OR HOW TO DO THE WORK. I WANT A CREDIT TO MY BILL FOR HAVING TO RUN ELECTRIC HEATERS IN THE LOWER LEVEL TO KEEP MY CHILD WARM. IT GET DOWN TO 53 DEGREES DOWN THERE AND ITS ALSO WHERE THE LAUNDRY IS... THEY NEVER RESPOND AS TO WHEN SOMEONE WILL BE HOOKING UP THE ELECTRIC. 2 MONTHS IS WAY TO LONG.

  Business Response

  Date: 05/08/2024

  Hi *****. Pathlight was informed about the maintenance request for the **** system, which was overseen by a resolutions manager. The maintenance request was escalated by our resolutions manager on January 18, 2024. The vendor addressed and successfully completed the necessary repairs on January 23, 2024, including the installation of a mini-split system to regulate the temperature on the lower level. Upon further examination, it was noted that the issue recurred in March. Consequently, the vendor was recalled on March 4 to conduct a thorough cleaning of the inducer port and reset the board system. Additionally, on March 18, the technician was once again called back, and after inspection, confirmed that the system was heating properly and functioning as expected.

• Initial Complaint

  Date:02/08/2024

  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 January 2024 the house I am in flooded. My bedroom is located on this floor. I had to remove everything from the basement area to have a dry out the first week then they had to install a French drain the next week . Now I am awaiting scheduling for carpet and drywall repairs. The problem is they want to find the cheapest contractor so they have several contractors come to the home to bid. This means I have to either leave work or schedule the day off. This has been nonstop for the past four weeks. I have been sleeping on the couch in my living room for a whole month waiting for them to approve and finalize work. I am very disappointed in this process

  Customer Answer

  Date: 02/29/2024

  I forgot to mention in my first email was that this was not the first time this happened, My bedroom flooded in 4/2022 and Pathlight was told their were structural issues and if not fixed then the house would flood again. They chose not to listen and the house flooded two years later. Not only have I been put out of my bedroom I had to sleep on a couch or in a recliner for the past two months. I got sick and my doctor said I got pneumonia from the cold and dampness in my house. I am now being tested for other health issues due to the heavy dust and other elements from this issues. I have included pictures of how my house looked and the water that was sitting under the house.

  Business Response

  Date: 04/10/2024

  Hi ******.  Pathlight has been in touch with the resident through our maintenance support team regarding the progress of the flooring work order that was mentioned. Our resident resolutions team has prioritized the work order and authorized the installation of laminate flooring in the area where the sub-pump is located, and carpet in the other area. The work order has been completed as of March 26, 2024. Pathlight is currently assessing a request for rent abatement due to the inconvenience caused by the delays in the repair process. A member of our resident resolutions team will be reaching out to you to provide further updates.