Complaints

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

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  Mac Properties

  1364 E. 53rd Street Chicago, IL 60615-4046

  
• 

  Mac Properties

  350 E Armour Blvd Kansas City, MO 64111-1288

• 

  MAC Property Management, LLC

  32 N Dean St Fl 2 Englewood, NJ 07631-2807

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:03/04/2024

  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.

  The landlord for my current and former apartment is withholding a refund due to me in the amount of $390.32 when I turned in my keys and vacated my previous apartment (912) due to the death of my mother who shared that lease with me and moved into my new apartment (214) on January 26th. I had paid the full month rent for January 2024 and am due the refund for the five days after vacating apt 912 (January *****). I have included two receipts that incorporate the January 2024 rent amount of $2420 + parking garage fees. I have also included a ledger of my payments for my new apartment to show that those payments were also covered in January.

  

  Business Response

  Date: 03/05/2024

  Dear ****,

  Thank you for bringing your concern to our attention through the Better Business Bureau. We want to assure you that we take your complaint very seriously and have taken immediate action to address the issue. Our ******** Services Manager has reviewed your account and confirmed the refund of $390.32.
  
  We have expedited the processing of your credit request, and you should see the credited amount reflected on your ledger as of today. We aim to ensure transparency and accuracy in our billing and refund processes, and we apologize for any oversight or delay that occurred in this instance.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our ******** Services team directly at ************.

  Thank you,

• 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.

  Some time during the January 13 and 14 my car was towed from the Solstice/ Windemere parking garage even though I had already paid for parking for that month. I was required to go to a lot literally on the other side of town and pay $240 to get my car out because I was missing a sticker, not for failure to pay. Now I am being threatened with eviction for not paying an additional $199 which is a double charge for parking. I have contacted Mac Properties twice and been told that the double charge was being taken care of. I have been a resident for 10 years.

  

  Business Response

  Date: 02/21/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We understand how distressing this situation must be for you, and we sincerely apologize for any inconvenience you have experienced.
  
  We want to assure you that our accounting team is actively working to rectify the issue of the extra $199 charge on your ledger and you should see that credit on your account today. Furthermore, we have reviewed your account and lease information, and we can confirm that there are no notices of eviction attached to your account. The notice that was sent to you regarding the $199 charge due is no longer valid, as we have adjusted your ledger with the credit. Please disregard that communication.

  We greatly appreciate your long-standing residence with us and are committed to ensuring your continued satisfaction and comfort within our community. For any further questions or if you require immediate assistance, please do not hesitate to reach out to our ******** Services team at ************. We are here to help and ensure that your concerns are addressed.

  Sincerely,

• Initial Complaint

  Date:01/16/2024

  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.

  I have no heat in my apartment and they are aware that there is no heat in my apartment. Also the assistant manager I have seen coming out of my apartment and there have been things damaged. I would like the heat fixed and I do not want anyone entering into my apartment without my permission or knowledge.

  

  Business Response

  Date: 01/17/2024

  Hello ****,
  
  Thank you for bringing your concerns to our attention. We understand how distressing it can be to experience heating issues, especially during cold periods, and we apologize for any discomfort this may have caused.
  
  Upon reviewing your situation, we found that our maintenance team and resident services did reach out via email, phone, and SMS prior to the maintenance visit to fix your heating system. We acknowledge that in emergency situations like this, our technicians prioritize resolving the issue swiftly, which might not always allow for advance notice. However, we assure you that respecting your privacy and the sanctity of your home is a top priority for us.
  
  I am relieved to hear that the radiator issue has been addressed. We sent follow-up communication to you via SMS and Email to ensure your satisfaction and to check if there were any other issues needing our attention. Your comfort and peace of mind are extremely important to us.
  
  Please do not hesitate to contact our ******** Services team at ************** or TTY ************** if you require any further assistance or have additional concerns.
  
  We are here to help and committed to making your experience with us as pleasant and worry-free as possible.
  
  Sincerely,

• Initial Complaint

  Date:01/13/2024

  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 pay $199.00 per month for a parking lease contract with Mac Properties in ******* at the Solstice Parking Garage location on 56th and *******. I paid for the month of January **** on January 1, ****. On January 13, **** at 1 am, Mac Properties had my car towed from the garage for expired permit even though the parking had been paid through January. Also since this was going into a three day holiday weekend, according to their resident services, I am unable get this issue addressed or remedied until Tuesday, 1/16 while the car is impounded and incurring further fees per day.

  

  Business Response

  Date: 01/23/2024

  Dear Rill,
  

  We would like to extend our sincere apologies for the inconvenience caused by your vehicle being towed, despite your parking fees being up to date. This situation clearly did not reflect the high standard of service we strive to maintain at Mac Properties.

  We are glad to confirm that we have taken responsibility for this error. The tow fees have been fully covered by us, and your car has been returned to you. We want to ensure you that we have taken this matter seriously and have reviewed our procedures to prevent such incidents from occurring in the future.

  We appreciate your patience and understanding as we resolved this matter. As a valued resident, your satisfaction is our top priority, and we are committed to ensuring a positive experience with all aspects of our property management services.

  
  If there are any further issues or if there's anything else we can assist you with, please do not hesitate to contact our ******** Services team.
  
  Sincerely,

• Initial Complaint

  Date:01/05/2024

  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.

  I lost my house keys and i am currently 8, almost 9 months pregnant and i cant move because i am in pain and on bed rest. I sent my brother to pick the keys up from the ******************** located *************************************** ve been told by multiple people that as long as he had his ID he could pick them up and now they are givning me a hard time about releasing the keys to him for me. They are telling me that I have to pick them up but I physically unable to at the moment, they are not trying to work with me. **** and ******** have authroized him picking up the keys and now the Lady in the office Named ******* cant help me

  

  Business Response

  Date: 01/05/2024

  Hello ****,
  
  I hope this message finds you well. We are genuinely sorry to hear about the inconvenience and distress you've experienced regarding the retrieval of your house keys. Your comfort and well-being, especially during such a critical time in your life, are of utmost importance to us.

  Upon reviewing the details of your situation, we understand that there has been a communication gap which led to the confusion regarding the collection of your keys. Please accept our sincere apologies for any frustration this has caused. It is our policy to not release keys to non-leaseholders to ensure the safety and security of all our residents. This policy is in place to prevent unauthorized access and occupancy, and we must uphold it uniformly for the benefit of all residents at our community.
  
  However, we deeply empathize with your current circumstances and want to assure you that we are committed to assisting you. Our team member, ***********************, has confirmed that she spoke with you and made it clear that arrangements can be made for the keys to be handed over to her upon her arrival at the property. ***** is also prepared to meet your Uber/transportation in front of the ******** Services offices to ensure a smooth and expedient handoff if you would rather come to the office on your way back home to pick up the keys and ensure that you can stay comfortably in the car.
  
  Furthermore, we understand that mobility is a concern for you right now. As such, we are always able to send a technician to meet you directly at your apartment to provide assistance as needed. Our team is on standby and ready to ensure that you have access to your home without further inconvenience.
  
  Please let us know the most convenient time for you to meet with ************** or to pick up the keys at the resident services office. Your comfort and access to your home are our top priorities, and we are here to support you in any way possible during this time. You can reach us 24/7 at ************ or via email at *************************** You can also reach back out directly to Ahna, *****, or anyone on the ** team you've recently communicated with.

  Once again, we apologize for any misunderstanding and the distress it may have caused. We appreciate your understanding and look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:01/02/2024

  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.

  Strong Complaint **************************** and Unprofessional Behavior I am writing to express my extreme dissatisfaction with the service provided by ********************* and ******* during my recent interaction with your team. It is crucial that you understand the severity of the issues I encountered, as they reflect a significant lapse in customer service.The information provided concerning the admin fee, credit check, and move-in date was woefully incomplete, leading to unnecessary confusion and frustration on my end. This lack of transparency is unacceptable, and it is imperative that such oversights be rectified promptly.I must address the wholly unprofessional conduct displayed by *********************. Her rudeness and apparent disregard for my concerns or living situation are inexcusable. As a representative of your company, her behavior falls far short of the expected standard of professionalism.Furthermore, the lack of assistance with accommodations or facilitation of direct communication with the property manager is utterly disappointing. It is essential that your team recognizes the importance of providing personalized support and ensuring tenants feel valued rather than merely seen as financial transactions.In summary, my experience has left me with the impression that **** and ******* are solely driven by financial motives, with little regard for the well-being and satisfaction of individual tenants. This attitude is unacceptable and demands immediate attention.I trust that you will address these concerns promptly and implement measures to enhance customer service, transparency, and professionalism within your organization. Also to mention I have not even moved into the unit yet

  

  Business Response

  Date: 01/16/2024

  Dear *******,

  We would like to extend our sincerest apologies for the inconvenience and frustration you've experienced. Your feedback is extremely valuable to us, and we appreciate the time you took to share your concerns with the Better Business Bureau.
  
  We are committed to providing high-quality service to our residents and potential tenants. It is clear from your experience that we did not meet these standards in terms of communication and customer support. We are taking your feedback seriously and are always working to enhance our processes to ensure clear, transparent, and comprehensive communication.
  
  We want to assure you that the necessary refunds have been processed by our accounting team. If you have further questions about your refunds, please reach out to us anytime at ************ or at **************************.
  
  Thank you once again for bringing these matters to our attention. We are committed to making continuous improvements and ensuring that your future interactions with us are more reflective of the high standards we strive to uphold.
  
  Sincerely,

• Initial Complaint

  Date:11/01/2023

  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've submitted multiple noise complaints to Mac about my upstairs neighbor over the past few months. All have been ignored. The noise is sufficiently loud that it keeps my wife and I awake at least 1 night per week.This is despite my lease entitling me "quiet enjoyment" of my apartment after 10 pm each day.

  

  Business Response

  Date: 11/06/2023

  Dear *******,

  We are genuinely sorry to hear about the distress caused by noise disturbances in your apartment. We understand the importance of peaceful enjoyment of your home, and it is always our intention to uphold this right for all our residents.
  Please be assured that we take noise complaints seriously and strive to address them promptly and effectively. It seems, however, that we have fallen short in managing your concerns to your satisfaction, and for that, we extend our sincere apologies.

  In our commitment to rectifying this situation, we would like to investigate this matter further and take the appropriate steps to resolve the issue. Our ******** Services Associate, Ahna, is actively looking into your complaints and she will be your best line of direct contact when following-up on this complaint. You can reach Ahna at ************************.

  Please also note that we will always send our security officers directly to the apartment creating a disturbance anytime if you call our emergency contact center at ************. There is always someone available to take your call and direct a security team member to the issue 24/7. 
  
  Thank you for bringing this to our attention. We are committed to ensuring a comfortable and peaceful living environment for all our residents. Your cooperation is greatly appreciated as we work towards a swift resolution.

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20809273
  
  I am rejecting this response because it's not clear that anything has been done about this. *** just sent a nicely worded apology with no indication that they've done anything or plan to do anything. Two times in the past week these neighbors have still woken me up.

  

  Business Response

  Date: 11/15/2023

  Dear *******,

  Thank you for your continued feedback. We apologize that the issue with your neighbors persists and our initial response did not meet your expectations.

  At Mac Properties, we take such matters seriously and understand how ************* can be to your peace and comfort when issues like these are not adequately addressed. To address your concerns, we have reiterated the urgency of this matter to our team to ensure swift action. You can also alert our ************* team to help immediately address any noise concerns in the moment by reaching out to them at ************. We are committed to monitoring this situation closely and ensuring an effective resolution. Please reach out to our ******** Services Associate, *****, who is directly monitoring this complaint, if you require further assistance at **************************.

  Thank you for your patience and understanding. We hope to resolve this issue to your satisfaction as swiftly as possible.

  Sincerely,

• Initial Complaint

  Date:10/27/2023

  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.

  *** has been the worst company I have ever rented from not only do they not manage their properties effectively but they also will charge you for additional charges every month! This month Ive been charged an additional $400 and nobody can tell me why I have spoken with Star in the call center she didnt know why I also spoke with ******** in ******** services and she also couldnt tell me a reason. I have sent multiple emails with no reply. I am a property manager myself and I would never treat my tenants with such disrespect. I will not be resigning my lease and hopefully someone gets back with me ASAP

  

  Business Response

  Date: 11/03/2023

  Dear ******,

  We appreciate you taking the time to share your concerns with us. We want to extend our sincerest apologies for the frustration and inconvenience you have experienced. We understand that as a fellow property manager, your expectations of property management standards are high, as they should be. Please know that your feedback has been taken very seriously.

  We are relieved to note that since your original complaint, our management team has been in direct contact with you and has worked with you to resolve this complaint. We have also taken steps to address the other concerns you raised, as part of our commitment to continuous improvement and resident satisfaction.
  
  Thank you for your feedback. If there is anything more we can do to assist you, please do not hesitate to reach out to our ******** Services team directly.

• Initial Complaint

  Date:09/21/2023

  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 didn't get the apt do I was told my $500 moving fee would be returned in a week it's a month now and still Mac properties has not given me back money...everytime I call they say they will call corporate and after 5 calls they say the same thing

  

  Business Response

  Date: 10/04/2023

  Thank you for reaching out about your concern regarding your refund for the $500 moving fee associated with your apartment search. We appreciate your patience and understanding throughout this process.
  

  Upon investigating further, we confirmed that your requested refund was processed by issuing a paper check, which has been received at our offices. You can now contact our office staff to coordinate the collection of your refund.

  Please feel free to reach out to us directly at ************ or via email at ************************** to arrange for the refund pickup or address any additional concerns or questions you may have.
  We are dedicated to ensuring a swift and satisfactory resolution in this matter. We appreciate your cooperation as we work towards resolving this to your complete satisfaction.

• Initial Complaint

  Date:09/15/2023

  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.

  I was charged $1080 for damage charge after I move out. However, I do not have an itemized list of what damages you have detected and what each of them costs, not even an estimate list. I reached out to their team right after I saw the charge and started a management request on your website but no one has reached out to me about it. Then I emailed the property management but was told that they have left the company so I was finally referred to the current property management through email. I have emailed this manager *** multiple times but did not have any response from her until I got her phone number from another resident who also had the same issue. After a week of traying to reach out to her, I finally had a chance to talk to her on the phone. She told me that the damage to the floor can be arguable but she needs more time so I waited for another week. Again, no response. It has been almost 30 days since I first reach out and this issue is still now resolved. Other than this, I was also overcharged for my parking in August. I was charged a whole month parking fee though my parking lease ends before then. I also contacted your team more than a week ago and was told that I would get a refund, but no refund till today.

  

  Business Response

  Date: 09/22/2023

  Hello, 
  
  Thank you for letting us know about your pending requests for management to contact you about your issues with damage charges and parking charges. We have passed along your request for immediate follow up to ********, the Regional Manager, and she let us know she would be in touch with you today, 9/22/23 by 8:00 PM CST. We know that ******** will be able to further assist and resolve your issues.

  All the best,

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20610786
  
  I am rejecting this response because: It is already 9/27 and I did not hear back from ******** at all even though she told me she would get back to me last week. 
  
  Sincerely,
  
  Zhennuo **

  

  Business Response

  Date: 10/13/2023

  Dear *******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any delays in responding to your inquiries regarding your damage charge and parking fees.

  We are pleased to inform you that the parking charges have been reversed and credited back to your account.

  As for the damage charge credit request, our newly-appointed Property Management team is actively reviewing your case. They will soon reach out to discuss the itemized damages, complete with photographs, work orders, and detailed notes taken by our maintenance team. Please know that the charges were levied for repairs that go beyond typical wear and tear, including refinishing wood flooring, replacing wooden kitchen island trim, replacing refrigerator interior drawers that were cracked, and restoring glass cooktop surface.

  I understand this process can be frustrating, and we apologize for not handling your initial request more promptly. For direct communication, our new Property Manager, ********************** be your point of contact. ****** will be in touch within the next few business days to help you better understand the charges and credits associated with your account. Alternatively, you can reach out to ****** directly via email at ************************.

  We appreciate your patience as we work to resolve these matters to your satisfaction.

  Sincerely,
  
  

  Customer Answer

  Date: 10/16/2023

   
  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.
  
  Sincerely,
  
  Zhennuo **