Complaints

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

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  Pinnacle Property Management Services, LLC

  5055 Keller Springs Rd Ste 400 Addison, TX 75001-6208

• 

  Acadia Apartments

  4031 Thousand Oaks Dr Ofc San Antonio, TX 78217

• 

  The Park At Colonnade

  3815 Parkdale Dr San Antonio, TX 78229

• 

  Newport Apartments

  3800 Perrin Central Ofc San Antonio, TX 78217

• 

  Stadium View Apartments

  400 Marion Pugh Dr.--ATTN: OFFICE College Station, TX 77840

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:04/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved in to our apt here on 3/29/24 we toured another unit in the complex with the promise that it was the same as the apt we toured only when we first got the keys the primary bathroom was not at all as promised with dirty/stained counter vanity and cabinets and a tub all in need of reglazingwhy wasnt this work done before we moved in why would anyone in their right minds be okay with paying $2,500 to rent a luxury apt and have it come in that condition. They fixed it but of course there were many other issues around the place coming from a past apt that had water damage we saw signs in our ceiling but assumed that it was fixed and painted overwrong! We have been dealing with the same leaky toilets water damage getting worse and try to explain everything to the leasing office but they are completely careless and incompetent. Last night 4/24/24 after we went to address our concerns for water damage getting worse twice in that day. We were told somebody would inspect the apt above to try to find the issue. But what was done was painters were hired to cover up more damage and in the process of cleaning their paint tools in the bathtub above us gross paint water came pouring down from our ac ventthey claim they are in the middle of a property transition so there is no emergency phone to call let alone a normal hours phone to call. We went in first thing this morning and still nothing is being done. We are concerned for our safety our stuff and the possible structural damage that could ensue if this is not taken seriouslyafter telling them water came flooding down their solution is to get someone in here to do drywallwhat about the water who cares about stains on our ceilings if the issue of water flooding is not fixed. They are understaffed have no phone number and the ***************** in the office has the audacity to tell us email is the best way for an emergency please investigate these slumlords we pay way too much for them to not address water leaking above.

  Customer Answer

  Date: 04/29/2024

  Please cancel original complaint

• Initial Complaint

  Date:11/30/2023

  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.

  $200 WENT TO RENT AN APARTNENT WITH MY SON, WHOM PAID THE $200 APPLICATION FEE. ***** TOLD IF I DIDNT HAVECA PAST RENTAL PROBLEM ON MY RECORD, SHE COULD GET THROUGH, I TOLD HER MY CREDIT IS VERY BAD SHE AGAIN SAID IT WON'T BE A PROBLEM, SHE ALSO STATED I COULD HAVE A COSIGNER. SO WE WENT AHEAD AND PAID THE $200. IN A COUPLE DAYS SHE CALLED AND SAID MY APPLICATION DENIED BUT SHE WOULD SEND IT TO HER BOSS. MY DAUGHTER IN LAW CALLED TO COSIGN, BUT ******** WAS ONLY USED FORVINCOME WHICH I DIDNT NEED. AFTER 7VDAYS Y APPLICATION WAS DENIED. MY SON AND I FEEL DECIEVED AS ******* LIED 2 TIMES IN ORDER TO GET $200 BUTIF THEY COLLECT AS AN AGENCY NOT EVEN THE APARTNENT MANAGERS, 10 APPLICATIONS A WEEK X $200 WHY RENT THE APARTMENT IF WE MAJE $2000 A WEEK DENYING AND DECEIVING AND LYING TO PEOPLE TO GRT $200

  Business Response

  Date: 12/07/2023

  ******* and ********* would like to respond to this complaint.  Please advise the property name and address - thanks!

  Customer Answer

  Date: 12/07/2023

  MY SON AND I WERE PROMISED THAT I WIULD BE APPROVED IF WE PAID $200 BY ******, I TOLD HER MY CRDIT WASN'T GOOD. SHE ALSO SAID I COULD HAVE A CONSIGNER, WHEN MY  DAUGHTER IN LAW CALLED, THE COSIGBER WAS ONY TO HELP QUALIFY FOR INCOME, THIS WAS ALSO A LIE BY ******. I ALSO TOLD HERI I WAS ON SOCIAL SECURITY DISABILITY FOR 20 YEARS. ****** LIED ABOUT PROMISING TO GET ME APPROVED, LIED ABOUT COSIGNER ABILITIES, DECRIMINATED AGAINST A DISABLED PERSON ALL IN ORDER TO COLLECT $200. LETS LOOK AT THIS 10 PEOPLE APPLY PER DAY, THATS $2000 A DAY WHT EVER RENT THE APARTMENTS. 

  Customer Answer

  Date: 12/11/2023

  I am rejecting this response because:   

  MY SON AND I WERE PROMISED THAT I WIULD BE APPROVED IF WE PAID $200 BY ******, I TOLD HER MY CRDIT WASN'T GOOD. SHE ALSO SAID I COULD HAVE A CONSIGNER, WHEN MY  DAUGHTER IN LAW CALLED, THE COSIGBER WAS ONY TO HELP QUALIFY FOR INCOME, THIS WAS ALSO A LIE BY ******. I ALSO TOLD HERI I WAS ON SOCIAL SECURITY DISABILITY FOR 20 YEARS. ****** LIED ABOUT PROMISING TO GET ME APPROVED, LIED ABOUT COSIGNER ABILITIES, DECRIMINATED AGAINST A DISABLED PERSON ALL IN ORDER TO COLLECT $200. LETS LOOK AT THIS 10 PEOPLE APPLY PER DAY, THATS $2000 A DAY WHT EVER RENT THE APARTMENTS.

  Business Response

  Date: 12/14/2023

  ******* and ********* manages over 800 apartment communities.  We would like to respond to this complaint, but in order to do so, we need the name of the property and property address.  Thanks!

• Initial Complaint

  Date:11/09/2023

  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 was set to move in to the ******************************* apartments on Oct 12th. When I went to sign the papers there was a hole in my kitchen cabinet. There were no cabinets put on in the bathroom and the paint and wall was pulling up all around the top of the shower. I explained this to ***** the leasing manager. I was killing roaches in there as well, so I asked ***** do you guys spray, and she said yes, if you would like as I sign my paperwork and go out to my car to move a box in the neighbor from the top said, I want to let you know before you move in because I wish somebody wouldve told me that this pacific building is infested with roaches, they come out here every two weeks to spray because its so bad . And *** happened to be coming out of the apartment next to my apartment and I told ************ said ***** they said that this building is infested with roaches and they have a claim with the health department and they gave me a number and a name of the person at the health department that is on this claim because theyre saying its such a bad building with bugs *** the manager acted like she didnt know what I was talking about and wasnt aware of any roaches . I asked ***** right then and there on the same day October 12 if theres another apartment that I can move into and she said yes we have one available in the eighth building and we have one available in the first building. I said, OK Im willing to pay the difference. When can I get stuff started to move into one of those she said the owners is having a baby right now, I have to send an email and I will get back with you . I said OK well that following week I called because the leasing agent never called me back and I said hey, I said, were you able to speak to the owners she said no let me try again and send another email. Well we are now on the 19th day today is November 1 and she has not contacted me. She has not answered my calls. She has not returned my voicemails at all no one has so I dropped off my key at the office and wrote a note letting them know that I have no communication with nobody. I cant get a hold of nobody. No one will call me back and I never got to move into my apartment so I want my money back Still no communication no one has contacted me from Pinnacle properties.

  Business Response

  Date: 11/09/2023

  In response to this claim, the Claimant's submitted photo of the property group indicates that the management company is Pinnacle ***************************** LLC and our company is ******* and ********* (Pinnacle Properties Management Services, LLC).  Please redirect this claim as appropriate to the correct management company.  Thanks!

• Initial Complaint

  Date:10/05/2023

  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.

  My wife and I moved into this apartment complex mid-end March. Upon moving in that night there was pee in the toilet, hair all over the place, rust above the shower. It was clearly not inspecred before we moved in. We put in a work order regarding a few cosmetic issue but nothing was done about it. As soon as summer hit in June the temp started increasing. We have kept the ** set to ***** degrees but one the heat set it it would not stay cool inside. We sent in work orders and we were told my maintenece that it was normal for it to be 80 degrees inside since its 100 outside. As the summer went on it got up to 90 degrees inisde the apartment, I have asmtha and my wife works from home all day so it gets hard to breath at times and my wife has to sit in it all day long. I have continued to send in work orders and emails to get maintence to come fix the issue but nothing has happened. We are told one thing and nothing happens. Finally someone else came and cleaned our coils above the bathroom and it ****** down the tempurature a little. But we were told by him about 3 weeks ago that a new ** unit needed to be order and installed and no one has any information as to what is happening. When I called last week, I was told that the parts came in and someone would be out to fix it on Thursday, no one showed up. Called Friday, no one came. I have been contacting and trying to get my ** fixed for over 3 months while we have been over paying on our electric bill for months ($220+). Sure its cooling off a little bit so its only getting to 82 inside now but its still messed up. If the Ac is set to 73 then it should be 73. We pay our rent on time every single month, yet they have been continuing to break our lease and they do not care. Will attach some pictures of our thermostat taken throughout the summer.

  Customer Answer

  Date: 10/10/2023

  Hello, 

  Total maintence from apartment complex came by and filled up our AC unit with freon. After many weeks of being told that a new unit needed to be ordered and then it changed to just parts, and those part were supposely in and someone was suppse to fix the unit but no one camr to do so. So today they wrote on the work order that everything seems to be working right now. Yeah because it's only 70 degrees outside, of course its not going to he hot in the apartment lol. So now they are blowing us off and saying everything is all good now and not going to fix it basically. 

  Business Response

  Date: 10/19/2023

  ******* and ********* would like to respond to this complaint.  Please advise the property name and address so that we may respond accordingly - thanks!

  Customer Answer

  Date: 10/28/2023

  Information for business:

   

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

  24245 ************** #****

  ***********, ** 78258

  Customer Answer

  Date: 10/28/2023

  I am rejecting this response because:   

  Information for business:
  
  ********************************
  24245 ************** #****
  ***********, ** 78258

   

  Our doesnt even work as of today. No air is coming out of the vents and the unit fan does not turn on. Im so tired of dealing with this. We have been living with a broken AC for almost 5 months, been lied to, and have overpaid in electricity. This is the worst apartment complex here in SA. 

  Customer Answer

  Date: 10/28/2023

  here is an image of thermosrar as of this afternoon. yet the management office said its fixed.

  Customer Answer

  Date: 10/28/2023

  There was a fire in the building across from us about a week ago, and it was in an apartment that no one lived. Spoke to management while everyone was out there and guess what the cause was, the air condition unit inside the apartment. I told ******** that this increases my concerns, she said somwone will come look at it and no one has come. Now the website doesnt allow maintenece requests. Convenient. PLUS they just ordered new building signs for all the building yet we have been asking for a repair for 4 months. There is no respect for residents here. 

  Customer Answer

  Date: 10/30/2023

  I had maintenece come by this morning because our AC completely turned off. No heat or cool would come through the vents. The said it was a breaker issue, and the air comes out now. But they refused to replace the needed part that has been broken for months because the weather is a little chilly today... ********** told my wife that office wouldnt let him do it today, so I called the office and when they asked him he said it was because of the weather and that it will he replaced by Thursday 11/2. We have beeb dealing with AC issues for 4 whole months and they cant install the part because its 45 degrees outside. Definition of lies and pure laziness. They do not care about their residents. 

  Business Response

  Date: 11/09/2023

  In regard to this claim, we thank the Claimant for bringing this to our attention.  Unfortunately, the property changed hands on October 30th,and we no longer manager the asset.  It is our understanding the a/c unit was inspected and given a clean bill of health.  However, we have reported this issue to the new management company, Stonemark, and they tell us there is a work order pending for your apartment.   Should you wish to follow up, please contact the onsite staff.   They are aware of your concerns.  

• Initial Complaint

  Date:08/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $180 for the carpet deep cleaning which was unnecessary. I have documentary proof of the condition of the carpet. My account was sent to collections before the due date of the bill I was sent,Uploading the email with the details. I had some family health issues I was dealing with and wasn't able to file the complaint in time.

  Customer Answer

  Date: 08/01/2023

  Since I was not able to file the complaint in time, I was not requesting a refund for the $180 change that was incorrectly levied to my account.

  Can I request the complaint be reopened and ask for a refund of $180? I can share a video at the time of move out which doesn't show any damage to the carpets beyond a wear and tear of 2+ years of my living there, which cannot be charged to a ******* per ***** statute Sec. ******. RETENTION OF SECURITY DEPOSIT.

  Thanks!

  Business Response

  Date: 10/19/2023

  ******* and ********* would like to respond to this complaint.  Please advise the property name and address so that we may respond accordingly.  Thanks!

  Customer Answer

  Date: 11/28/2023

  Hi ******* and *********,

  All the details are already in this complaint.

  The property in question is ************** and the address is *************************************************************

  Business Response

  Date: 12/07/2023

  Unfortunately, ******* & ********* stopped managing this property in May 2022.  The property website indicates that the current management company is ****** Management Services.  Please redirect this claim as appropriate - thanks!

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  MOLD in the walls after the bathroom upstairs has been having issues before. The upstairs is 328, and they have been having some racial issues as well that things aren't getting done. For apartment 318, it's affecting the downstairs. Roof in guest bathroom is starting to caved in a little bit. It's only a matter of time before the roof comes down. I need someone like the health inspector to come and walked these 2 apartments because no matter what we have tried speaking to the office and they keep saying that maintenance man says these things get done. All they did was bring out a water company and clean up the water that was spilling. Nothing about getting the mold look at. Now upstairs also has their toilet that use to moved and they just put a wedge to keep there in place. There's mold behind their toilet and now we are all having some type of health issue. I need something NOW!!!!!

• Initial Complaint

  Date:06/23/2023

  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.

  The apartment I was leased at ******************** is completely unfit and uninhabitable. The apartment was previously leased to smoking tenants and reeks of smoke. This information was not disclosed to me prior to signing. The apartment smells so bad I cannot breathe in it. I was also not allowed to see the apartment before signing. I was told it was because the apartment was being cleaned. Upon entry, the apartment was filthy, including nicotine stains, dirt inside cabinets, and dead bugs throughout including inside the washer/dryer unit. Additionally, both smoke detectors were disabled and removed from the ceilings. There were items left in drawers and previous tenants' food was left in the fridge. The ice in the ice maker turned brown from contaminated water supply. This apartment is a health hazard. I moved in on Wednesday, June 14th and I am requesting the immediate termination of my lease, the return of all funds paid, and the reimbursement of my moving costs and cleaning supplies. This property is owned by ******* ********* and the regional manager, ***********************, will not return my emails and can not be reached by phone. I am thoroughly frustrated not only by the unacceptable, hazardous state of this apartment and the deception of the leasing staff but also by the complete disregard the staff has for addressing the safety of their tenants.

  Business Response

  Date: 11/01/2023

  In response to this claim, the property settled with the Claimant and sent a refund payment that included the June prorated rent, security deposit, and the carpet cleaning rental fee.

• Initial Complaint

  Date:06/23/2023

  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.

  After several months and many failed attempts to contact anyone willing to help I still have issues with my apartment. Since I have moved in I have had a bath that wont drain, the water from the bath is never hot, the shower handle is broken, and I have an on going bug problem. There are roaches present and *** attempted to take matters into my own hands just because of the duration of time since Ive gotten no response. Ive laid boric acid in the pantry and in most of the corners of the apartment but that doesnt seem to be a cure and merely a treatment. The drain in the shower/tub is so bad now that dirt and grime will stay as a residual. Its so unpleasant that I actually dont shower at home anymore and now just shower at friends and familys houses. The water temperature and shower handle are lesser issues but Id still like to see them handled. Mind you the entire time Ive paid full price for a portion of the promised amenities. Also let it be known, it is near impossible to reach the management here. Many of the advertised points of contact are old, invalid, or simply incorrect. The ones that are correct yield no answer. Good luck BBB, and thank you.

• Initial Complaint

  Date:06/21/2023

  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.

  If you have a family, please stay away from *************. If you ever want to sleep peacefully through the night, please stay away from *************. We have begged and struggled with noise from our neighbors since we moved in and the leasing office has put us through hoops, even after explaining to them we have a sick child that has to be able to sleep. They do NOT care. They have told us to call the police on our neighbors, even after telling them that we dont believe we should do that because it seems like its a sub flooring issue. We were told we could break our lease for an additional $3,000 plus dollars when we havent done anything wrong as tenants. They told us this morning they are cutting off all communication with us since we stated we would have to get legal help since they wont openly communicate with us. According to ***** law, we have a right to quiet enjoyment, which havent had since we moved here. We feel unsafe and unheard. Please let this be your warning to steer clear of this establishment and avenue 5 properties.

  Business Response

  Date: 10/25/2023

  ******* and ********* does not manage the referenced property in this complaint.  The Claimant advised in her complaint that it was managed by ******* Properties - however, the property website is indicating that management is in-house.  Please redirect this claim as appropriate - thanks!

  Customer Answer

  Date: 10/25/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2023

  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 have had my garbage disposal not working for almost 12 days now. Went to the office this morning. And they stated non emergency. I have nats in my home & the smell is unbearable in the kitchen.

  Business Response

  Date: 05/22/2023

  ******* & ********* would like to respond to this complaint.  Please send the name and address of the referenced property.  Thanks!