Complaints

This profile includes complaints for Pointe West by Granite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pointe West by Granite

  220 S Main St Blacksburg, VA 24060-4860

• 

  Pointe West by Granite

  109 Washington St SW Blacksburg, VA 24060

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:12/13/2024

  Type:Product 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.

  Property management failed to refund the entire security deposit. See attachment...

  

  Business Response

  Date: 12/13/2024

   Operations sent accounting a message to adjust the ISDR and return the rest of the security deposit. The check was mailed it out on November 2nd. I emailed tenant on October 22nd letting him know it was being adjusted and mailed. We never got a response from that communication.

• Initial Complaint

  Date:07/31/2024

  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.

  Copied from the email sent on 7/29 at 8:45 am: “There has been an abundance of discrepancy regarding the amount that will be owed by my roommates and myself on 8/1. On 7/29, we were explicitly told by a leasing agent an amount of about $720 would be owed. However, after requesting an itemized bill, a separate individual stated that the amount was closer to $970. I am requesting that the $720 amount that was originally given to us be honored.
  
  If this matter is not resolved satisfactorily, please let this serve as my written request to uphold several of my tenant rights. First, I request disclosure of the name and address of the property owner and/or manager. Next, a written statement of charges and payments over the past 12 months for comparison to those charges that are currently pending on the account.
  
  After interviewing the current tenant, performing a walk-through of the home, and reviewing the provided lease agreement, it was found that a move-out inspection was not conducted for the previous tenants (the 72 hour move-out requirement was not met). Additionally, no list that contained existing damages were provided to the former tenants upon their move-in either. Any subsequent move-in inspection is thus compromised due to this lease stipulation not being honored by the property.
  
  Lastly, there exist several electrical issues that qualify as a health hazard under Virginia law. If necessary, it is within my right to terminate the lease agreement in the time frame provided under the following law:
  55.1-1234.1. Uninhabitable dwelling unit
  
  Please let me know if this conversation needs to be continued in person. Thank you for your diligence in this matter.”
  
  When asked for *****’s information, my roommate and I were told that he had no business cards to give out. The one week’s notice that ***** stated was supposed to be given out to us was never given. To this he stated “well that’s just the way it is”. No due date was provided to anyone. The response remained.

  

  Business Response

  Date: 07/31/2024

  In response to this inquiry. Tenant arrived at the office on 07/30/2024 at 4:59pm to discuss questions regarding the lease agreement for the property. Tenant stated that she was told she would need to pay $720.00 previously. We have no record of this communication. Tenant signed onto an existing joint renewal lease agreement on  07/17/2024 with two additional tenants. Security deposit listed on page 2 of the residential lease agreement stated that $1,941.67 is due. A previous deposit in the amount of $650.00 was transferred from the original account leaving $1,291.67 to pay for deposits. With this being a joint lease, it is due from the account as a whole. However the tenants on the lease agreement would like to divide that up is amongst themselves. Typically, the two incoming would need to pay their portions which would be $645.83 each for deposit. In addition to the deposit on file, each incoming tenant pay's a $69 admin fee. That left a $138.00 charge on the account for admin fees. Typically any incoming tenant pays these fees, however, with it being a joint lease agreement. All tenants are required to discuss internally and pay the balance on the account.  With deposit and admin fees, the balance is $1,429.67. However the tenants would like to pay that balance needs to be worked out amongst themselves as its a joint lease agreement. The rents starting on 08/01/2024 include the following, $2,000.00 monthly for base rent, 41.97 monthly for the damage waiver program, and $27.00 for My Credit Lift. Tenants have the option to opt out of the damage waiver program as long as their policy adheres to our third party verification. Tenants also have the right to opt out of the credit program within 30 days of the lease start date. Tenant stated that a 72 hour move-out inspection is required. This is incorrect due to the fact that the tenant signed onto an existing renewal lease agreement. It is stated in section 33 of the residential lease agreement the following "This is a renewal lease; Tenant accepts unit in as is condition". Therefore, no move-out inspection would be completed on a joint renewal lease agreement as the unit was renewed. Tenant requested a move-in inspection report to be provided. As stated in yesterday's conversation with our leasing managers. This property transferred management multiple times and we have no record of a move-in inspection. The tenant that has renewed the lease agreement had no record of completing the move-in inspection when they moved-in as they came onto an existing renewal lease agreement as well. Tenant is responsible for reporting any maintenance issues in regards to the unit. We have had no record of issues going on until 07/30/2024 when the incoming tenant brought them to our attention. We are scheduling our maintenance team to go to the property to mediate the issues. When asked for a business card. ***** stated "I have no business cards to give, I haven't had th chance to order any." as that is a true statement. Business cards have not been ordered recently and he has none to give. ***** wrote his full name and office phone number on a sticky note and gave it to the tenant that requested his information. Tenant requested property owner information or property manager information. Pointe West Management is the property manager for this property. Pointe West Management does not give out property owner information. 

• Initial Complaint

  Date:06/17/2024

  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 received my turnover deposit check two weeks ago, 6/07/2024. It was for the amount of $278.84. I lived at the apartment complex (****** ***** *******), *** ******, for three years and went through about three different property management companies. ******* ******* ****** was the final company when I moved out. I had a $500.00 deposit on file from back in 2021 when I originally moved in. This complaint is regarding that the
  check (#****) written from ****** **** in ********* ** was returned unpaid. My financial institution, ***** *****, returned the check with code "RTM" (refer to maker) since it
  was returned. I have reached out to the property management here in *********** ** and the national office in ******** but I have not heard any response. At this moment, I am requesting the check to be reissued but certified funds so it will deposit and not bounce again. I would like the full amount of my security deposit refunded. (I have filed a BBB Complaint against ******* ******* ******, also).

  

  Business Response

  Date: 06/18/2024

  Our corporate accounting office has looked into this issue and is not a 100% certain why the check would have been returned. They suspect that the escrow account that the money was being held in by the owners does not have check writing capability. The prior tenant in question had moved out and still had unpaid utilities on his account. So when the deposit was processed, a portion of the deposit went to pay their unpaid utilities. A check is being cut from the operating account now and will be sent to tenant in the same amount as the previous check to their current address.

• Initial Complaint

  Date:02/29/2024

  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.

  For several months now we as renters have been trying to resolve very high electric bills and an inefficient heating system at the rental unit with no resolve. In the meantime the property management company and owners have charged us full rent and full electric bills with no reimbursements. We are now going on 6 months of paying electric bills over $600 and rent. At this point we believe we are dealing with a situation that needs more attention and some sort of resolution. The amount of money paid includes the electric bills and rent paid since the issue arose.

  

  Business Response

  Date: 03/06/2024

  Since November we have sent our Techs out to the property 4 times to investigate why the power bill is coming in where it is. On one occasion our technician did discover the the emergence heat element in the HVAC was bad and had to replace it. The latest visit in February the technician found that the thermostat on the lower lever was placed in emergency heat mode and constantly running. We have on multiple occasions told them that we need to know what a normal bill is for that property and we would be glad to discuss it with the owner. But have yet to be supplied with what would be a normal bill. I will also add there is baseboard electric heaters in the property and if they are being utilized along with the HVAC they electric bill will be elevated as well.

  Customer Answer

  Date: 03/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********