ComplaintsforGreen Light Property Management

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently rented a home from this company. Absolutely horrible experience. For starters, my assigned manager ******* never responds to messages, except to inform me that if I didnt resolve.58 cents on my account, Id be accessed a late fee. I ended up paying $3.50 to resolve a .58 balance on my account. After that, I was not provided a move in inspection sheet within three days so my dad helped me do my own. Thats when the horror began. Every single faucet in the house leaks, the garbage disposal doesnt work, under the refrigerator was trashed, the ac filter is absolutely filthy and Im forced to pay for a service that delivers filters. Youd think theyd at least change the first one.No batteries in the smoke detector. Leaks under the sink were fixed with spray on plaster. I was assured that the property would be repaired upon move in the and needed repair would be documented on the move in sheet. The leasing manager then said you accept the property as is. Obviously I was asking them to make cosmetic repairs but all of my issues are detrimental to the proper functioning of the property. I text the Leasing Manager, *****. She is the only person who responds to messages but unfortunately she cant help me. ????????????????????????????????????????

  

  Business response

  08/26/2024

  Dear *******,

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you've experienced.
  
  We understand your frustration, especially regarding the issues you discovered after moving in. It's important to note that our office hours are Monday through Friday, 9 AM to 4 PM. Although we offer 24/7 emergency maintenance services, it appears you attempted to reach our office over the weekend to discuss some repair items. Unfortunately, as our office was closed, we couldnt respond immediately.
  
  Your move-in date was 8/19, and our records show no communication about maintenance issues during the weekdays following your move-in. This led us to believe that the problems you encountered either arose on Saturday or that you didn't take possession of the property immediately. We conducted a move-in inspection and had a maintenance technician address the issues identified at that time. However, it seems some problems were either not resolved or have since surfaced.
  
  Per your lease agreement, it is required to open a maintenance request through the tenant portal so that we can address any issues promptly. Your property manager, ***********************************, reached out to you this morning to discuss your concerns, and we have a maintenance technician at your property today (he arrived at the house at 1:26pm today) to address the necessary repairs.
  
  We always strive to provide the best service to our tenants. When issues arise, we encourage you to contact us directly during business hours, as we typically respond within one business day. We assure you that we are committed to making things right and are currently addressing the items youve mentioned.
  
  Thank you for your cooperation, and we appreciate your understanding as we work to resolve this situation.

  Customer response

  09/04/2024

  Complaint: 22193940
  
  I am deeply disappointed and rejecting this response. The move-in experience on 8/19, orchestrated by Green Light Property Management, was far from satisfactory. It is hard to believe that a thorough pre-move-in inspection was conducted. My previous lease from my past residence ended on September 2, and as I work from home, I had planned to start moving in over the weekend. However, as we began the moving-in process, we were met with many issues with the house, which was disheartening. 
  
  Adding to the issues I had already reported with photographic evidence, the air conditioning unit unexpectedly malfunctioned and had to be replaced over the weekend of August *****, 2024. This was a unit that was supposedly checked prior to my move in, further highlighting the unexpected nature of the issues. 
  
  Once I took full possession of the property, I had to hire a cleaning service because when I pulled out the stove to check the pilot, there was so much dirt, debris, and trash that I became sick. Under the cabinets were filthy. I have accepted that moving into this house was a HUGE mistake PERIOD! Perhaps the biggest mistake I made was feeling misled about the 'as-is' condition. I wrongly assumed 'as-is' meant that the property manager was not going to make cosmetic changes, which I did not expect because I was okay with the house's overall appearance. 
  
  However, it should go without saying that fixing leaks, a functioning a/c, a working garbage disposal, and a house cleaned and free of another residence's previous trash in hidden areas would have been taken care of before my move-in. Since I've never moved into an uncleaned apartment or house before, I didn't consider that a luxury, especially when the lease I signed clearly states that I would be responsible for cleaning the house before I move out. Boy, was I wrong. 
  
  I would liken the prep work on this house to putting lipstick on a pig. I've accepted that this might be a long year ahead for me. I've spent a tremendous amount of money hiring movers and relocating. Disappointed is an understatement. 
  
  

  

  Business response

  09/04/2024

  Dear *******,
  
  We acknowledge your concerns and regret that your experience has been frustrating. However, we want to provide further context and detail about the actions we've taken to address all issues as quickly as possible within our role as property managers. 
  
  First and foremost, its important to note that Green Light Property Management manages the property on behalf of the Landlord, and we are committed to addressing maintenance and repair requests within a reasonable timeframe, as required by the Texas Property Code. Throughout your tenancy, we have addressed every maintenance issue raised promptly and ensured that necessary repairs have been carried out without delay.
  
  Before your move-in, the property underwent a detailed inspection and multiple cleanings:
  
  1. Baseline Inspection: Conducted on May 2, 2024, after the previous owner moved out. The home was in very poor condition at that time.
  2. Initial Make-Ready and Cleaning: Completed on May 22, 2024, by professional cleaners, taking over 3 hours. 
  3. Vacancy Cleaning: Performed again on July 1, 2024, for an additional 1 hour and 24 minutes by a professional cleaner to ensure the home was ready for new tenants.
  4. Move-In Inspection: Conducted on August 13, 2024, during which a few minor issues were flagged, and our maintenance team worked for over 6 hours on August 16, 2024, to resolve them. The property was then move-in ready.
  
  After your move-in on the weekend of August *****, 2024, you reported some maintenance concerns, including debris under the refrigerator. On Monday, August 26, 2024, our maintenance team spent over 5 hours addressing the flagged items, and they returned on August 27, 2024, to replace the garbage disposal and fix other issues. When the **** system malfunctioned on August 29, 2024, despite it functioning during prior inspections, the Landlord immediately approved a $6,000 system replacement, which was completed the next day. 
  
  On September 4, 2024, you submitted a new maintenance request regarding a leaking faucet, which we have promptly scheduled for resolution.
  
  We have consistently responded to every maintenance request and concern, many of which were addressed within 24 hours. While the Texas Property Code allows 7-10 days to resolve non-emergency maintenance items, weve gone beyond this timeframe, addressing your concerns as quickly as possible.
  
  While we understand that your experience has been far from ideal, please recognize that we have taken all necessary actions within our role to ensure that your concerns are addressed. Green Light Property Management does not own the property but is responsible for managing it on behalf of the Landlord, and we will continue to ensure that your home is maintained in line with the lease agreement and local regulations.
  
  We value your feedback and will continue to address any issues that arise in the future. We hope this response clarifies the steps we've taken and the efforts made to rectify all matters in a timely manner.
  
  Sincerely,  
  Green Light Property Management

  Customer response

  09/10/2024

  Complaint: 22193940
  
  I am rejecting this response because the issues with this house just continue. Today we bought groceries and pulled out the fruit and vegetable drawer for the first time. The entire door fell off. You could see where someone attempted to glue the door back together. These people piece meal repairs and did not make solid repairs to their property until tenants are forced to take matters into their own hands. 

  The reason I am filing these complaints is to protect consumers from the TERRIBLE SERVICE GREEN LIGHT PROPERTY MANAGEMENT provides. STAY CLEAR. I've wasted so much money moving here. I thought I'd be able to stay for a couple of years while I save for a house. I am counting the days until my lease is up so I can move again. WORSE MISTAKE EVER!!!!!

  
  Regards,
  
  *******************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Green Light Property Management has failed to uphold live-able conditions to my rental home over the past nine days. Indoor temperatures at my home have intermittently reached upwards of 90 degrees over the past 9 days. The management representatives have been negligible in communicating plans for resolution. This ordeal has forced myself and my co-tenant to relocate for several days, as the conditions were unsafe and uninhabitable. We hope to receive permanent resolution to this and hope that Green Light is not consistent in this behavior to their tenants.

  

  Business response

  08/23/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We genuinely apologize for the discomfort and inconvenience youve experienced during this time. Ensuring that your home is a comfortable place to live is our priority, and we take your concerns seriously.
  
  In addressing the ** issue, we made multiple visits to your property, each time seeking to identify and resolve the underlying cause of the problem. Initially, we believed the dirty coils were the primary issue, so we replaced them, hoping this would provide a lasting solution. When this repair did not fully resolve the situation, we returned to further investigate, eventually providing a window ** unit, which you confirmed helped lower the temperature in the evenings to 78 degrees, a comfortable though maybe not ideal temperature.
  
  However, similar to a doctor *** first treats the symptoms and only later discovers the root cause of an illness, we found that the problem was more complex. After further examination, we discovered that the ducts under the house had holes, likely contributing to the persistent ** issues. As these ducts are in a challenging location, it took additional time and effort to identify this as the true source of the problem. Normal ducts are in the attice and easily visible and accessible. The ducts in your house are under the house and difficult to access and investigate.
  
  Today, Friday 8/23, our HV** contractor is scheduled to replace the ducts under the house and add insulation to the attic, a repair costing over $3,000, which the landlord is committed to covering. There were also additional expenses and efforts prior to this, also paid by the Landlord. We deeply regret that this process has taken longer than anticipated, but please know that we have been fully committed to resolving this from the start.
  
  We understand that this situation has been frustrating, and we sincerely apologize for the inconvenience it has caused. Our goal has always been to ensure your home remains comfortable, and we have taken every possible step to mitigate the situation, including offering hotel accommodations, hotel reimbursement and providing a temporary ** solution.
  
  In addition, we noticed that you recently left a 1-star review on ****** regarding this issue. While we completely understand your frustration, we respectfully ask that you consider removing or updating the review. The review suggests that we have been neglectful, that we don't care, and that we have not done everything we can to resolve the ** problem, which doesnt reflect the ongoing efforts and steps weve taken to resolve the problem and provide you temporary solutions like the window ac unit and hotel stay.
  
  We are committed to making this right and hope to restore your trust in our service. Please feel free to reach out if there is anything more we can do to assist you during this final phase of repairs.
  
  Thank you for your understanding and patience.
  
  Sincerely,
  
  ******** *******
  Managing Director
  Green Light Property Manager

  Customer response

  08/29/2024

  Complaint: 22154054
  
  I am rejecting this response because Green Light Property Management responded with incorrect information that falsely put words in my mouth. I have documented in an email to *********************************** on August 20th 2024, 12:14 pm that the provided window unit, in conjunction with every fan in the home turned on, was able to cool the house to 89 degrees farenheit. This is nowhere close the "comfortable" 78 degrees that ******** ******* is claiming was achieved, and this is certainly not a status update that was ever provided by me.

  The remaining information detailed by ******** is very insightful and relevant to this case. Hindsight is certainly helpful for Green Light to be able to convey the series of events that transpired. However, the primary issue throughout the 17 day ordeal was the lack of communication from Green Light. It is great to be receiving these details now. However, at no point throughout the many HVAC dispatches were we, the tenants, informed of the permanence of any repairs, timelines for completion, or, largely, any of the diagnostics or work being completed.

  While I'm sure the repairs to the ventilation were necessary and beneficial to the wellbeing of the home, those were not requested by the tenants. Our concern from August 7th and on was receiving a functioning AC unit. This wasn't received until August 23, and we were largely in a state of flux during the days between. There are 8 documented days in which the home conditions were unlivable. During several of those days, Green Light failed to provide acknowledgment and/or updates regarding planned repairs. 

  
  Regards,
  
  *************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for a new place to live on an app called zillow. I came across a property for rent by greenlight property management on ****** st in Fort Worth. I had spoken to *********************** once before so I called to discuss it with him again. I reminded him I had an eviction or an unpaid debt from a former propertythat the debt was given to my ex husband Alone in the divorce decree v but still on my credit. *********************** said if I had a guarantor to apply with me that I would for sure be approved, however, my former roommate and my friend that was going to be guarantor didnt have valid ID so I applied alone with my friend husband as guarantor, $60 each application. I have an email ****** sent first saying that my guarantor didn't provide income verification so I was denied due to that and *************************** then sent the documents for income. I was later sent an email from greenlight saying I was denied due to the unpaid balance on my credit, which is what ****** told me I needed a guarantor for and would definitely be approved. I am in disability and was in a dangerous situation with little to budget with and *********************** was told that and I never would have paid an application fee for 2 people without *********************** lying and saying I would definitely get approved.

  

  Business response

  12/15/2023

  Hi *******************
  Thank you for reaching out. It is my understanding that *****, our Leasing Manager, has been able to speak with you already over the phone, to clarify things.

  A check in the amount of $120 has been mailed to the address on S University Dr that you provided.

  I sincerely apologize for the misunderstanding that resulted in the conversations you had with ******, and hope that *****'s conversation with you, as well as the full refund, resolved the situation to your satisfaction.

  Regards,

  ******** *******

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Greenlight Property Management based in *******, **, regarding unauthorized sharing of my personal information without consent and mishandling my inquiries.On 11/17/23, I initiated an inquiry through an online form for a rental property located in ***********. Next day I received an email acknowledging my interest and providing a link to view other properties managed by Greenlight Property Management.However, on 11/24/23, I encountered an issue when an individual contacted me claiming to be associated with Greenlight Property Management. Upon further inquiry, it was revealed that this individual was not affiliated with Greenlight Property Management, raising serious concerns about the handling and sharing of my personal information.Moreover, upon attempting to contact the supposed representative provided in the initial email, a *************************, the phone number listed was invalid and unconnected. Additionally, efforts to delete my application online were only partially successful, as I was unable to remove my profile information entirely.This situation has led me to question how my personal information was shared with a third party without my consent and raises concerns about the integrity of Greenlight Property Management's data handling and customer privacy practices. Despite multiple attempts to rectify this issue, including contacting the company directly and seeking support through their online platform, there has been a lack of responsiveness and an absence of mechanisms to ensure the protection of my personal data.I request the following actions to be taken:Investigation into how my information was shared with a third party without consent.I am seeking resolution and assurance that my personal information has been completely removed from Greenlight Property Management's system. Additionally, I urge the BBB to investigate this matter to prevent similar incidents from occurring to other consumers.Thank you

  

  Business response

  11/28/2023

  Dear ************,
  
  Thank you for reaching out with your concerns through the Better Business Bureau. At Green Light Property Management, we take the privacy and security of personal information very seriously. We assure you that it is against our policy and ethics to share or sell personal information to third parties. We have no interest nor do we engage in such activities as our primary focus is on providing professional property management services.
  
  We are eager to investigate this matter thoroughly to address and alleviate your concerns. To proceed effectively, we would require some additional details from you, such as the phone number from which the alleged representative contacted you, along with the date and the approximate time of the call. It is possible there could have been a mix-up if you had applied with other property management companies, and we would like to rule out any such confusion.
  
  Regarding the phone calls made to our office on 11/24/23, our records show four calls lasting one second each at 10:43 am. As per our company policy, we return calls to individuals who leave a voicemail. Since no message was left, we did not initiate a callback.
  
  We acknowledge that your application was started but not completed and was later withdrawn. As requested, we have deleted your application with your information from our system. However, we are prepared to investigate further into the issue. The additional information you provide will be crucial to our inquiry.
  
  Please be assured that we are committed to resolving this situation to your satisfaction and to maintaining the trust and integrity that our clients place in us. We await your prompt response so we can move forward in addressing your concerns.
  
  Sincerely,
  
  ******** *******
  Managing Director
  Green Light Property Management

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  They asked for more information and Im happy to provide it. First, the times I called the office and reached a voice mail was from when I searched the ownership for the property outside of available means provided via greenhouse property management weibsite and info sent to me in an email. The phone number sent to me in the email, fpor ************************* is not a working number. Your response tries to misrepresent my comments and they are simply untrue. I had to search the web to find the phone number i called and the number you refer to where I did not leave a voice mail. However the number provided in correspondence from greenlight was not in service after several attempts. Furthermore, why would there be another organization or business affiliated with the properties shown in the link provided to me in the reply email? I went to that link, looked through those properties and, as you correctly stated, started the application process. The reason it was not completed was due to my waiting on my apartment to respond to me regarding timeline for notice to vacate. Thank God I didnt complete the process because I would have paid a app fee making this even more regrettable.

  The person that contacted me, sent many texts

  and was using the name ***, however I spoke to a man, not named ***, cant recall his name. With an Indian accent. I received a text with a link that had the name showmojo.com in the url... I asked many times if he worked for Greenlight and he finally said he did not. He said many people have access to the inquiry I sent, and use that as a lead. Thats where he got my info. I subsequently blocked him and deleted the texts . I wish i hadnt deleted the texts but I did. Please let me know who it was I was speaking to for they certainly have my information. Thank you for deleting my info . Ill take your word.
  Regards,
  
  *******************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Give 60 days' notice and stay two days over charge 100, Then charge me for previous residents' damage. I lived at an apartment complex for two years moved in apartment duty and had cleaning before moving Donate flood light outside hallway safety and left the apartment very clean. Take all deposits and use repaired apartments for previous residents. Never reference any one property Management

  

  Business response

  10/03/2023

  Dear Ms. *********** provided an inspection report with pictures of the condition we found your property in at your move-out, as well as a report showing the condition of the property at your move in.
  
  The $725 charged at move-out, where in regards to holes in the walls, removing brackets that you placed on walls, repainting walls in the living room, removing trash from kitchen, a cracked window glass in the kitchen, cleaning the carpet, repairing the screen in one bedroom, and replacing a missing screen in master bedroom.
  The $100 you were charged was disclosed to you upfront, that if you change your move-out date, there would be an administrative fee of $100. This is because we had to change the schedule, and the days that different people had been scheduled to do different types of makeready work.
  
  To my knowledge, as of today, you have not reached out to us to discuss any questions about your move-out inspection. If there is a particular item you'd like to dispute, the first place would be to contact your former property manager, ***********************************, in writing, asking for clarification about any item you wish to dispute. We are happy to look into any issues or questions you may have.
  
  If you prefer to resolve the dispute here, I kindly ask you to look at the inspection reports, and to specifically point out which item you are disputing or questioning, so that we can provide you more info.
  
  Kind regards,
  
  ******** *******

  

  Business response

  10/03/2023

  Dear Ms. *********** provided an inspection report with pictures of the condition we found your property in at your move-out, as well as a report showing the condition of the property at your move in.
  
  The $725 charged at move-out, where in regards to holes in the walls, removing brackets that you placed on walls, repainting walls in the living room, removing trash from kitchen, a cracked window glass in the kitchen, cleaning the carpet, repairing the screen in one bedroom, and replacing a missing screen in master bedroom.
  The $100 you were charged was disclosed to you upfront, that if you change your move-out date, there would be an administrative fee of $100. This is because we had to change the schedule, and the days that different people had been scheduled to do different types of makeready work.
  
  To my knowledge, as of today, you have not reached out to us to discuss any questions about your move-out inspection. If there is a particular item you'd like to dispute, the first place would be to contact your former property manager, ***********************************, in writing, asking for clarification about any item you wish to dispute. We are happy to look into any issues or questions you may have.
  
  If you prefer to resolve the dispute here, I kindly ask you to look at the inspection reports, and to specifically point out which item you are disputing or questioning, so that we can provide you more info.
  
  Kind regards,
  
  ******** *******

  Customer response

  10/18/2023

  Complaint: 20679270
  
  I am rejecting this response because: Green Property previous resident repairs from 3 year ago. I want less 500 of money. Property clean before move in and move made anything clean. donated outside in hallway, donated shower rod both bathroom.
  
  Regards,
  
  ******************* Akuma ******

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved out of our Unit March 31st, 2023. They stated to give them 30 days for our deposit back, with our original deposit being $1,900. Now today 4/27, I received an email stating two different charges have been added to my Tenant portal. One is for $1,750 and another for $146.25 both labeled "move out charges." I have reached out via email and only answer I got was "these are Just Move-out Charges". This does not look like the first time they have done this to tenants. We cleaned the place spotless so I would like to know where these charges came from with an itemized receipt. I understand the carpet needing to be replaced but other than that everything was in the same fashion they gave us the property in. Just a little side note of what kind of condition the property was in, just 4 months in to ** living there (7/13) in the dead heat of the Texas summer heat our A/C unit went out. We called maintenance for this issue because our house was over 85 degrees while it was 100+ degrees outside. 4 days later, sent someone out to check the ** unit. While he was looking over everything for the **, he stated EVERYTHING was outdated as well as the roof installation was non existent. The ** unit was from ****. The HV** agent stated that there was no way for this problem to be resolved without a new ** unit and new roof installation gets put into the attic. Over a week goes by and we still heard nothing from Green light about an update so we were forced to buy a window unit to help try and cool down the place seeing that we have two dogs living in this as well with **. We called ******* (Maintenance Man) and he just kept repeating that it is "normal" in Texas for our homes to be in the lower 80's during the summer. Absolutely insane to even say that to a tenant knowing that is far from the truth. After the first week and a half went by I went straight to ****, *****, and ********, at this point it was the first time they had even heard about this situation. (Continued)

  

  Business response

  05/01/2023

  Dear *******,
  
  Thank you for reaching out to us via BBB regarding your concerns about the move-out charges and your experience with the **** system. We appreciate your feedback and would like to address your concerns.
  
  First, let's discuss the move-out charges. While the charges to your tenant portal are summarized as "move out charges," the security deposit disposition, as per Texas Property Code, includes a detailed breakdown of these charges. As required by law, this breakdown has been mailed to you via ***** Additionally, ***********************************, your property manager, has sent you a detailed breakdown of the charges via email.
  
  The majority of the charges are related to damages caused by your pets, which necessitated carpet replacement. Please review the detailed breakdown of the charges provided in the security deposit disposition. Once you receive this information, you can reach out to *********************************** to discuss any charges and questions you may have. If any charge is deemed to not be tenant-related damage, it will be removed.
  
  For your convenience, I have attached the tenant damage report, the move-in condition report and the move-out condition report to this response, which document the damages. The home was not returned in the same condition you originally received, and per the lease agreement, damages caused by the tenant are charged to the tenant at move-out. We would have much rather received the property ready for ** to move the next tenant in right away. There is no financial gain for **, the property manager, to charge you for damages done to the property. To the contrary, it costs ** more time and hassle to get the property ready again, when a tenant does not return the property in an acceptable condition. We understand the charges are not pleasant to you, and they are definitely something we like to apply either.
  
  Regarding the **** issue, we understand your concerns about the cooling efficiency during the hot Texas summer. It is important to note that air conditioning units can struggle to cool a home more than 20 degrees when temperatures are above 100F. This has been supported by credible sources such as the **** ********** of ****** (*******************************************************************) and the ******** ******* of ******** Refrigerating and Air-Conditioning Engineers (****************************************************). For your convenience, I've attached also numerous articles here that explain the 20 degree rule.

  *******************************************************************************************
  ************************************************************************************
  *******************************************************************************************************
  ******************************************************************************************************************************************.

  You can see from the above, that ******'s response to your ** inquiry were not unfounded, nor where they meant to be a dismissal of your concerns. While your ** unit was from ****, it's worth mentioning that an **** system can last more than 20 years when properly maintained. In your case, we initially charged the ** with freon and, after further evaluation, the owner agreed to replace the entire system. These actions were taken within a reasonable timeframe, well within the requirements of the law, and always with the intention to solve the problem for you as the tenant. The freon charge was done one day after your submitted maintenance request (see attached receipt, dated 7/14). And the new **** unit was installed 10 days after your initial maintenance request (see attached receipt, dated 7/23).

  Our focus is on providing excellent customer service, and we want to ensure that your concerns about the security deposit and move-out charges are addressed. Please do not hesitate to reach out to *********************************** to discuss any questions or concerns you may have about the charges, and we will do our best to assist you.
  
  Thank you for your understanding, and we wish you the best in your future endeavors.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the spring of 2022 my family and I were in the process of buying our first home. We contacted the Green light property management company and told them we were moving out soon (end of april). The office manager informed us that we'd owe the last months rent and an additional rent amount at a prorated expense. We gladly paid the move out fee in cash in person! And everything was settled and perfect. So we move out as planned and explained. Fast forward to Nov. 2022 my wife and I get a MAJOR hit to our credit for over **** USD. I contacted the company and they told us that they can do whatever they want. They are charging us for existing issues with the property and they did a complete REMODEL on our dollar!!!! I know this from pictures they placed on the Zillow app. Please help my family and I get this handled, thank you.

  

  Business response

  01/25/2023

  The ******/******* family moved into the rental property on Lemonwood Cir on 6/18/21. They received the property in good and clean condition. We have attached a move-in condition report with a vast number of pictures showing the condition of the flooring, the walls, the kitchen cabinets, closets and so forth. The family also did not submit their own property condition report that we provided them, which then means that our report was accurate and nothing was missed.
  
  We have attached that move in report here for reference.
  *************************************************************************************************
  
  The family then moved out on 6/2/22. And because their lease only ended on 6/30, they were responsible to also pay the June rent, which they did not. If they can provide something in writing that the June rent was waived for them, we would be happy to credit that amount back to their account.
  We then performed our standard move-out inspection when we took possession of the property. Per the tenant's lease, they have to return the property to us in the same condition they received it, minus normal wear and tear. To our dismay, the house was completely dirty, almost every wall had some type of smudges, scratches or small holes. The carpets were ruined, one glass was broken and they left behind a vast amount of personal belongings. Additionally, we have two independent people verify that the home had smoke smell in it, meaning the tenant violated the lease by smoken either inside or by the entrance of the door.
  We have attached the move out report here for reference.
  *************************************************************************************************

  
  For us to bring the property back to its original state, the state that the ******/******* family received it, and the state the property needs to be for us to rent it again, it was inevitable to have to paint the whole house and replace the carpet. Not to mention haul off the trash and make some small repairs. All of that amounted to $8500. Not to mention that the family did not pay the June rent.
  The ******/******* family had plenty of time to get the home cleared out, and even spruced up a little, to avoid these charges. But we cannot expect or allow a family to move in to a home, and then move out and leave the home in disrepair like this. The idea is that a family will leave the home as close as possible to the condition they received the home in. Both attached reports will show that this is not the case.
  
  Green Light Property Management is willing to enter into a payment plan, or is open to accept an offer to zero out their balance. But at this point, the *******/****** family has not reached out to us to discuss this matter. We very much look forward to hearing from them soon to see if we can come up with an arrangement.

  Customer response

  01/26/2023

  Complaint: 18829847
  
  I am rejecting this response because:

  Falsified claims

  We left the property in the condition we received it, matter of fact we never have even met any official from the company when we first moved in. 

  We walked the property ourselves and signed everything over the phone. We had to spend 100s of dollars after signing the lease to have it professionally cleaned.

   

  Also, we paid all monies in full at the time of departure. 

   

  If Greenlight property management is willing to take an amount substantially lower than previous proposal, we be more than willing to entertain. 
  
  Regards,
  
  ***********************

  

  Business response

  02/13/2023

  We would be happy to take an offer to the Landlord. The balanced owed is currently $8,745.40

  As to the response stating that our claims are false and that the property was given back clean, I'd like to point out again to the move-in condition report and pictures (taken before the move-in), and the move-out condition report and pictures. They clearly show the poor condition the property was given back to us.
  Can you confirm you have seen the pictures of the before and after? A proper termination of the lease would have allowed us to move another family into the house right away. But the property was returned to us in very bad shape.
  
  How we gave the property to the tenant:
  *************************************************************************************************
  
  How we received the property back from the tenant:
  *************************************************************************************************
  
  Also, the lease agreement went until the end of June and the property was vacated early June. Per Texas Property Code, and per the lease agreement, June rent was due, and was never paid by the tenant.
  
  These facts would prevail in court, as the facts speak for themselves.
  
  The Landlord may entertain settling for a lesser amount, and consider the account settled. Please provide your specific dollar amount you'd like to offer in return of a settlement and account closure. These would need to be verified funds, and provided at a specific date.
  
  Thanks.

  Customer response

  02/14/2023

  Complaint: 18829847
  
  I am rejecting this response because:

  This is blasphemous. I'll contact counsel. 
  
  Regards,
  
  ***********************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** at Green Light Property Management has been either unable or unwilling to resolve an issue with my rent being reported to creditors as was advertised as a big selling point when tenants of the management company were instructed to begin using an app called Piata. This app contains private information that I reported to ***** had been accessed and changed by a third party to reflect someone elses private information. I have not been able to reach ***** since alerting her to this security breach on 10/3 after leaving numerous voicemails and sending email follow **** My information remains incorrect and clearly not secure.

  

  Business response

  10/12/2022

  We have contacted ********************* today and have spoken with her regarding this matter, to get clarification and assist her with her concerns. I will address the different raised issues with information and attachments.
  
  1) ************************ was notified via email in December of 2020 (with more than one year notice) and via email and regular mail in December of 2021, that in her lease renewal of 2022 her lease, should she choose to renew it, would include the mandatory Tenant Benefits Package. This program includes 9 benefits to new and existing tenants. The information of that program can be found on our website here: https://www.greenlightpropertymanagement.com/files/TenantBenefitsPackage.pdf
  
  2) ********************, as part of Green Light allowing tenants to participate in one of the 9 benefits early, was invited on December 2020 to participate in the cash rewards program Piata (a third party program). We sent the invitation to her email we have on file, which is *************************** (see exhibit 1 and 2). ******************** never accepted the invitation (see exhibit 1), but per the information she provided us, she signed up with another email of hers, ********************* (see exhibit 3, a screenshot ******************** sent ** of her own Piata account).
  We have reported since January of 2021, rent payments to Piata. However the fact that she has an account created with a different email, may be the reason for a database mismatch, and her Piata rewards program not working properly.
  

  3) ******************** reports a security breach. All we were able to confirm, from ********************, is that her Piata account has the wrong address associated with her profile (see exhibit 3). She does not live at **** *************, and her account does show that as her address within Piata. This does not represent a security breach.
  Piata is a third party program. While we offer to our tenants as a perk, it is a program that tenants choose to participate and have to accept that third party's terms of service and policies.
  Again, there is no security breach. It's just that her account profile has a wrong address associated with it. And it seems that ******************** was unable to rectify this with Piata.
  One way to compare this situation is to say that our property management company offers a group within ******** for all of our tenants, and the tenant is complaining to us that her information on ******** is wrong. This is obviously not an issue we are responsible for. But if there is a way we can help a tenant with a problem like that, we will. It's just not something within our control.
  
  4) In an attempt to assist ********************, we have scheduled a meeting with our Piata account manager. In such meeting, we will ask if they can help ******************** fix her profile in Piata. We will also confirm with ********************, her correct email address. So that, once her profile with this 3rd party is corrected, it will match when we report the monthly timely rent payments.
  
  5) ******************** says that she has left us numerous voicemails since 10/3. I have attached in exhibit 4 the call log for ******************** since June 1, 2022. She did call os on Columbus Day (when our office was closed) multiple times and left us 2 voicemails. Our company policy is to return tenant calls within 24 business hours. As exhibit 3 shows, ******************** received a call from her Property Manager this morning at 8:54am, then again another call at 9:59am, and lastly, I, ******** *******, called ******************** at 10:57am when I received the BBB complaint, to address the matter directly with her.
  While we do all we can to get back with a tenant as quickly as possible, due to the Holiday, our backlog of urgent and emergency items was very large on Tuesday when our team got back to the office. Especially since the holiday fell on a Monday, which then includes many things that came in on Saturday and Sunday. So we believe that it is more than reasonable that ******************** received a callback first thing on Wednesday morning. Roughly within that 24 business hours from her voicemails.
  
  6) Lastly, something that ******************** was mostly worried about, her concern about her timely rent payments not being reported to the Credit Bureaus.
  We already explained directly via phone and via email to ********************, that the reporting to credit bureaus, is done by Green Light Property Management. Not by ******This is not only in the flyer on our website, but we have communicated that flyer to tenants multiple times via email.
  It seems that Piata also offers a credit reporting service, but it is not related to what we do nor our tenant benefits package. So it seems that ******************** is upset that within Piata, her rent payments are not being reported to the credit bureaus (due to her profile having errors). When she checks her Piata account, it says that it's not being reported.
  Again, I have explained to her that this is not the credit reporting that we refer to in our Tenant Benefits Package. The credit reporting we do is directly from us to Transunion. I was able to confirm that her rent payments have been reported in the past, and have confirmed that the next reporting will post on her Transunion Credit profile on October 15.
  I have advised ******************** to check next week with Transunion if she sees her rent reported. If she doesn't see it on her file, then we would need to troubleshoot with Transunion and her, to find the reason for that. But we have confirmed on our end that her rent payments have been reported to Transunion.
  
  With this in mind, I'd like to summarize that it is our goal to assist ********************. Part of the challenge, is that she wants us to fix something that is a problem between her and that third party.
  
  We have now stepped in to see if we can help expedite that process. But ultimately, it's not something we are responsible for. Also, when she is looking for her "rent payments not being reported", the main issue is that she is looking in a third party app, instead of checking her Transunion credit report.
  
  Hopefully we were successful in clarifying some of the confusion and misunderstanding, and we will continue working on assisting ******************** in fixing her issues with *****, so that she can enjoy the benefits of the rewards program offered by them.

*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. ↩