Complaints

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

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  Hills Property Management, Inc.

  4901 Hunt Road Suite 300 Cincinnati, OH 45242-6990

  
• 

  Hills Property Management, Inc.

  8251 Landings Drive West Chester, OH 45069-6769

  
• 

  Hills Property Management, Inc.

  1 Fox Chase Ln Southgate, KY 41071-5401

  
• 

  Shadow Ridge Apartments

  10400 Shadow Ridge Lane Louisville, KY 40241

  
• 

  Hills Property Management, Inc.

  2335 Long Vista Lane Cincinnati, OH 45234

  

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:04/24/2023

  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 a resident from March 2020 through March 2023. I moved in during COVID, and it was a unique move-in situation. I moved in the day before the nation-wide shut down. I had to do my walkthrough alone, and return the pages through the overnight drop box. Upon move-in, I had many challenges. I had no hot water for the first 48 hours. within the first 3 weeks, there was a gas leak in my home, and I was told that my unit had previously been part of a block of units that caught fire and had to be redone. While frustrating, these things were all taken care of, and additional courtesy tasks were completed such as: hanging my curtains for me, changing lightbulbs that were too high to reach, running cable for the internet to the upstairs so that I could work from home more reliably. All were done with care and COVID safety in mind.
  
  Over the years, the front office was like a revolving door. The front office team in place when I turned in my notice to vacate, though, were the worst that I had experienced. I was sent passive aggressive emails regarding my outdoor electric grill being on my porch, which Hills Properties themselves stated were uncalled for and incorrect. While on the phone with ******* from Hills, I expressed concern about my move out and things being used against me. ******* stated that this would not happen, and she would expressly speak to the ****** team regarding the cables being run and the curtains.
  
  During the final walkthrough, my partner refuted the maintenance man's suggestions that a set of blinds had teeth marks on them from one of our small breed dogs. The teeth marks were at a height that would have made my dogs unable to be the culprits. Additionally, the maintenance man stated he would charge for pet stains, however; there were none. We had, in fact, had the carpets shampooed, and neither dog had an accident indoors.
  Now, Hills is trying to charge me for charges that are fraudulent, and in direct opposition of what they stated.

  Business Response

  Date: 04/25/2023

  Regarding Ms. ****** complaint, our District Manager, ******* ******, had a discussion with her yesterday morning before we were notified of the complaint. They came to a resolution to the charges on the statement
  as a result of that conversation. Please let us know if this claim can be closed after the satisfactory resolution of the complaint result from that phone conversation.

   

  Thank you,

  Erin T*****

  HILLS Properties

  Business Response

  Date: 05/02/2023

  We are glad to hear that you are satisfied with the resolution
  regarding your move-out charges. We are working with our billing partner to
  amend your statement and process a refund as soon as possible. If you have any
  other questions on your refund status, please reach out to the ****** team o* ******* to receive an update.

  Sincerely,

  HILLS Properties

  
  

  Customer Answer

  Date: 05/13/2023

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

• Initial Complaint

  Date:04/06/2023

  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 am extremely dissatisfied with my experience at ********* Apartments. As a tenant for three years, I always paid my rent on time, but my rent increased by approximately $100 every year. When I moved out, I followed the terms of my contract and continued to pay rent for three months, even though the apartment was unoccupied. Despite this, I received a bill from ********* Apartments months later, demanding that I pay $141 for electricity. I never paid electricity through ********* Apartments, and I had already closed my **** ****** account, yet ********* Apartments insisted that I was responsible for the electricity bill.
  
  I attempted to communicate with the leasing office, but their attitude was dismissive, unhelpful, and even rude. The customer service was just as terrible, and they were unable to provide a detailed report of utility usage. When I sent them evidence of my closed utility account, they ignored it. To my horror, ********* Apartments opened a collections account and placed it on my credit report.
  
  The communication and billing practices of ********* Apartments are arbitrary, and they have no respect for their tenants. It is appalling that they would charge me without evidence, and this is nothing short of fraud. I strongly recommend against renting from ********* Apartments, and I demand that they remove the collections account from my credit report and provide evidence that I owe them the electricity bill.

  Business Response

  Date: 04/19/2023

  April 18, 2023
  
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  [email protected]
  
  Re: ****** ***
  
  To Whom It May Concern,
  
  We are in receipt of the complaint filed by ** *** on April 6, 2023, regarding
  the move out charges with HILLS Properties/********* Place. ***** lease
  contract ended 09/30/2022 and they submitted a proper notice. The apartment
  keys were returned to the Leasing office on 09/17/2022. Per the lease
  agreement, a lease holder is responsible for utility costs for the entire lease
  term or when possession is transferred back to Owner. Possession transferred
  from *** to HILLS Properties when keys were accepted on 09/17/2022. As ***
  stated, the **** ****** services were removed from their name prior to the
  lease end date. The utility costs remained ***** responsibility through
  09/17/2022 and have been assessed according to the usage charges passed along
  by provider **** ****** and recovery fees applied in accordance to the Lease
  Agreement. The balance due of $141.46 consists of the remaining balance owed
  for utility recovery charges for the address **** ********* ***** *** ***.
  These charges are outlined on the attached Resident Moveout Statement and Resident Billing Statement.

  
  The ledger
  dates listed are from the August bill and service period of 07/30/2022 - 08/26/2022.
  The total bill of $62.62 and was broken out as $55.39 for Gas and $7.23 for
  Electric. There is a $50 penalty for each utility that has recovery. Therefore,
  the electric charge for $9.46 and the fee included makes it $59.46. The Gas
  charge was $55.39 so with the $50 fee equals $105.39. Fixed rates for Sewer,
  Water, Trash and Admin fee totaled $19.38. A security deposit of $99.00 was
  applied as credit, making the account balance $141.46.

  
  According
  to our records, these charges were explained to *** via email on 10/19/2022 and
  our office had not received a request for follow up until April 6, 2023. We are
  sorry to hear that our communication has not meet your expectations and that we
  weren’t able to clarify your questions at that time.
  We have provided our 3rd party processing
  company: Central Billing with the attacahed documents as well and they may be
  contacted to finalize payment at ###-###-#### or [email protected]

  
  The account balance due by ** *** is $141.46.

  Thank you,

  HILLS Properties

  ###-###-####

  
  

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The business's support documents indicates that they suggested me to contact their Central Billing department on 10/24/22. I did and contacted the Central Billing department via phone call and email on 12/272022. However, they were unable to provide me details of the bills but ignored my email. They knew my current address but I never received the bills in the mail or email. This is the first time I saw the billing details from them and they never explained me the charge about "Utility Recovery Charge" of $100 before but simply put a collection account on my credit reports. 

  
  Thank you.

  
  Regards,
  
  
  
  ****** ***
  
  

  Business Response

  Date: 05/09/2023

  May 8, 2023
  
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  [email protected]
  
  Re: ****** ***
  
  To Whom It May Concern,
  
  We are in receipt of the response from ** *** on April 24, 2023, regarding the
  move out charges with HILLS Properties/********* Place. Please refer to the
  Lease Contract signed by ** ***- page 12, section 4 under the Utility and
  Services Addendum. It is outlined that there may be a $50.00 administrative
  fee for each utility that has recovery. The total amount charged of $141.46
  consists of the following:
  Electric charge for $9.46 + $50.00 recovery fee = $59.46
  Gas charge for $55.39 + $50.00 recover fee = $105.39
  
  We apologize the bills were not shared by Central Billing prior
  to this communication. We also appreciate ***** settlement payment received in
  full on April 20, 2023. The account balance is zero.
  
  Thank you,

  
  Sarah H***

  HILLS Properties

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have carefully reviewed the lease contract, specifically Section 42 on page 7, titled "42.DEPOSIT RETURN, SURRENDER, AND ABANDONMENT"

  Firstly, as stated in the lease contract, I provided ********* Apartment with my current forwarding address. However, it has been more than 30 days since the termination of the rental agreement and delivery of possession, and I have not received the required "itemized accounting of any deductions" along with the security deposit refund, as outlined in the lease contract.
  
  Secondly, referencing the "UTILITY AND SERVICES ADDENDUM" Section 4 mentioned by ********* Apartment, it states that I will be responsible for utility charges for the time period I was obligated to pay under the lease, subject to mitigation of damages. However, this section does not mention any recovery fee, and no evidence of the billed utility services has been provided to me. Please find the lease contract attached for your reference.
  
  Thirdly, over the course of 7 months, from September 2022 to April 2023, I have made multiple attempts to obtain the account billing details from ********* Apartment. However, despite having my contact information, no form of communication, including email, mail, phone calls, or text messages, has been initiated by ********* Apartment. Instead, the matter was directly forwarded to a debt collection company, which is concerning as the explanation of "not shared by Central Billing" appears invalid in this context.
  
  Fourthly, due to ********* Apartment's failure to timely provide the requested account billing details despite my repeated efforts, it has resulted in a severe negative impact on my credit score through the actions of the debt collection company. I believe it is unjust for me to bear the consequences of their wrongdoing.
  
  Lastly, it is important to note that my payment of the full amount was not a "settlement" but a precautionary measure taken to prevent further damage to my credit caused by the debt collection company. Additionally, the debt collection company has also failed to provide the requested account billing details. I intend to take appropriate actions under the "Fair Debt Collection Practices Act" to address this issue.
  
  In light of the above concerns, I kindly request your immediate attention to this matter. I urge ********* Apartment to provide the proof that the utility service billed to them and take the necessary steps to rectify the negative impact on my credit score. I appreciate your prompt resolution in this regard.
  
  Thank you for your attention to this matter. I look forward to your timely response.
  
  
  Regards,
  
  
  
  ****** ***
  
  

• Initial Complaint

  Date:03/06/2023

  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.

  Persistent illness necessitated a physical to get to the bottom of. I had maintenance change my air filter, then I noticed the previous drywall patching was discoloring and starting to crack. I watched it and in two days a mushroom had opened up a crack. There have been several leaks from the upstairs unit into my unit (laundry room). Saturated drywall in the ceiling was supposed to be replaced in July of 2021. The maintenance manager was rude and condescending and said he knew all about mold and proceeded to sloppily apply a mastic-like substance, claiming it was fixed. Then when I brought the obvious mold issue (producing mushrooms) to maintenance, the property manager and one of the maintenance men came out to see it. Bob, the maintenance man that accompanied Kate (property manager) quickly went into the laundry room and closed the door. When I hear sanding I opened the door as it was obvious he was trying to hide the evidence. Because of the negligence and evident refusal to properly repair this, I asked that another maintenance manger be brought in. This was done. Myself and Bob were witness to Brian (from another property) said that the drywall around my furnace and water heater needed to be removed, the area dried, treated for mold, sealed then new drywall installed. This was shared with Kate, the property manager, and we agreed this would be acceptable. The work was to be done while I was out of town on business. I was told the treatment would have a strong, lingering odor. Upon my return, there was no odor, no evidence that the drywall had been replaced. The baseboards had not been removed, there is an obvious painted-over area on part of the drywall where mold had formed on the visible side of the drywall. A piece of decorative trim mold was installed on the shelf where the the furnace sits (pictures attached) and a corner trim piece to make it look like they had done something. This has resulted in medical issues (see attached bill)

  Business Response

  Date: 03/20/2023

  Thank you for the opportunity
  to address the concerns of our resident, Ms. ****** ******** at 7330 Capri Way
  Apt #1 at Island Club Apartments in Maineville, OH. Upon receipt of the
  complaint filed on March 6, 2023, we have been able to have a conversation with
  *** ******** and share more information on the remediation work completed up to
  that date. The work completed in the hot water furnace area included removal of
  the affected drywall, treatment of the framing with Decon 30, new drywall
  installed, mudded and painted. *** ******** agreed that this work has actually
  been completed. HILLS Properties and *** ******** have also agreed upon
  completing cosmetic touch-up work in the area surrounding the hot water furnace
  and conducting an air quality test by a 3rd party
  company. 
  
  The air quality samples were
  collected on 3/13/23. Results were received on 3/17/23 (see attached) and
  shared via email with *** ********. Low levels of spore counts have been
  identified, and all results are within acceptable levels. 
  
  The cosmetic touch-up work
  was confirmed completed on Monday 3/13/23 and *** ******** gave her
  satisfactory feedback to Mr. H****** with HILLS Properties. (Pictures
  attached). 
  
  Thank you,
  
  
  Sarah H*** | Regional Manager

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. 

  While the work was done in the affected area, and someone did come out to "make cosmetic changes", nothing was actually done.  The maintenance person did look at it, but only offered to spray Kilz on the furnace.  So, no the work was not actually done.  Since it is cosmetic and I do not plan to renew my lease, I don't care at this point.  The important thing is that the air quality has improved.  So I am ok with closing out this complaint.  But, I wanted it on the record that comment that "cosmetic" work was done to the area is not true.  

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

• Initial Complaint

  Date:02/13/2023

  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.

  Hills Properties are forcing current residents to subscribe to Altafiber/Cincinnati bell for a $75 monthly fee, whether they want the service or not! Who does that?

  Business Response

  Date: 02/15/2023

  Ms. *******
  
  Thank you for voicing your concerns regarding the recent AltaFiber installation at Fox Chase North. We are excited to offer AltaFiber to all our residents. Having it installed now allows you the opportunity to try the services prior to any changes in charges that would start with your next lease renewal. We apologize that you feel like you are being forced to subscribe to this plan. You still have the right to use other providers if that is your preference. We would love the opportunity to discuss your concerns and the program in further detail. We look forward to speaking with you soon.
  
  Warmest Regards,
  
  Fox Chase North Apartments
  HILLS Properties

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  ****** ******
  

  This was a decision made without the input of any residents who are already paying an exorbitant amount to live there. What is talking now going to do? You have not valued my opinion heretofore. You all are in the business of making money at any cost. I was told that If I had to move due to this poor decision, oh well! What a way to be treated after living some place for over seven years.