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 has 82 locations, listed below.

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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:05/08/2023

  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.

  Apartment is only saying we provided a $100 deposit even though our original lease states we provided a $200 deposit along with a $200 pet deposit totaling $400. They wont acknowledge the lease both me and my husband signed because the management didnt sign it. They are stating once the management signed it, it was sent to ** but it never was. It was only sent to our online portal which we now have no way of getting into since the apartments changed companies last year and my portal has been deleted from the previous company. I have asked several times for them to send me what lease they have but they have not. Im not sure why they wont since the lease both me and my husband signed is the last one they sent me.

  Customer Answer

  Date: 05/23/2023

  Can you advise what email I put? I might have spelled it incorrectly cause I havent received anything. 

  Business Response

  Date: 05/23/2023

  ******* & ********* would like to respond to this complaint.  Please advise property name and address.  Thanks!

  Customer Answer

  Date: 05/23/2023

  The property name is ************************* and the address is ****************************************************************** 

  Business Response

  Date: 05/31/2023

  ******* & ********* stopped managing the ******* apartments in May 2022 and is unable to respond on behalf of the property.  The property website indicates that the property is either owned or managed by ******* Apartment Homes.  Please redirect this complaint.  Thanks!

• Initial Complaint

  Date:04/04/2023

  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.

  The apartment has been charging me and many other tenants for rental insurance, $25.00 a month, when we are carrying other rental insurance. So we are getting charged twice for rental insurance and I have repeatedly ask for them to stop. I have provided them my insurance policy with GEICO and they still will not stop charging me. Everytime I go in they tell me they will take care of it but do not then I am forced to pay it when my rent comes due, they *********** a late fee on it. This is just on stop of everything else, the bugs, they charge ** for past control and I've never seen any pest control here in the two years I've been here. My heater is still not working I put in many requests to have it fixed, I had to live in my apartment during two freeze without heat. My heater has been out since 11/22.

• Initial Complaint

  Date:02/12/2023

  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.

  On Christmas Eve, there was a pipe that burst on the 3rd floor, which ended up flooding my apartment as well. I called the Emergency Maintenance 4 times and emailed as well and no one ever responded. The fire department came out and shut off my power because water was coming in through the light fixtures, as well as shutting off the water. We ended up having to leave our apartment because we had no power. On the 26th, some workers came into my apartment to assess the damage, which was in my living room, kitchen, dining room, laundry room and front bathroom and closet. They returned later and cut a hole in the ceiling in the entryway and in the bathroom and installed fans to dry out the walls. On the 29th, they came back and closed up the holes and repainted. The repair job is one of the worst I have ever seen. This person painted over the water stains on the ceiling, which are still visible and the patchwork on the ceiling is awful. He spilled paint outside of my front door and also got paint on the wall next to my door. The property manager here on site, *****************************, also does not respond to any emails. I emailed her on 12/26/22 and again on 12/30/22 and have yet to receive a response from her. I have also contacted the regional manager, ******************* multiple times and he rarely responds or had given me a satisfactory resolution. The fact that the property manager nor the maintenance staff ever responded is unacceptable to have to deal with as a tenant. I feel that I should have my a credit issued for my rent since this situation has been handled so poorly. This truly is the first time that I have lived in an apartment where an emergency of this caliber was completely ignored. The light fixtures were finally fixed after ************************************************************************************************************* to believe there is mold behind the walls. Another issue I told ************** about and he completely ignored.

  Business Response

  Date: 06/12/2023

  In response to this claim, the Claimant was upset because she was asking to move out without being charged any fees. Apparently, she had a history of damaging items in the apartment but became upset when she was informed that she was financially responsible for these damages.  The prior RPM took over her concerns and offered her out of her lease with no penalties or fees. They also agreed not to charge any damage fees. She received several credits and ultimately a refund check for $2198.72.  This issue was resolved.

• Initial Complaint

  Date:01/24/2023

  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.

  **************************** apartment, owned by ******* and *********. 1/3/2023-Had a busted pipe leak throughout the entire half of the house, ceiling, walls etc. Sunburst water company came back the next Monday 1/9/2023 (6days later) to retry he 6 industrial fans we had in our home, there was still a leak, cut a 3X3ft hole in our ceiling. We evacuated, they said they would have to tear out ceilings and walls, they would not be starting until the next Monday (1/16/2023) and it would be done 7 days later. It is now Tuesday (1/24/2023) at 4pm and we are moving back into our apartment. We were given the option to move to another unit, if we pay another deposit and renew our lease. We were not allowed to break our lease without 60 days notice and an additional $1,700. We are also expected to pay rent for the days we were not living in the apartment. They have done absolutely nothing to help ** besides so the repairs.

  Business Response

  Date: 05/23/2023

  In response to this claim, unfortunately, there was an interior plumbing break as stated.  Emergency maintenance arrived to repair the pipe,which did require cutting into the walls.  Emergency extraction was called in, Sunburst carpet cleaning.  All baseboards, carpet and wet pad pulled up, several fans and Dehumidifier Machine placed inside apartment. To effectively dry the apartment, it required additional days.  Sunburst also treated the areas to prevent any mildew forming.  All residents are required to carry renters insurance as part of the lease agreement.  We offered a vacant ready apartment to stay in, and it was declined.  As the apartment began to dry, and repair to begin, a separate interior pipe broke,  a plumbing company was called to make repair this time.  The extraction and drying out process had to begin again.  Vendors were sent to re-bid repair for additional damage.  Resident inquired about transferring to another apartment. We agreed to the move without a notice or termination fee.  She opted to stay in her apartment, as the available apartments were a higher rate than she wanted to pay. 

  Customer Answer

  Date: 05/23/2023

  The response says that we were offered a vacant apartment, except what it doesnt say is that we were offered to re-apply for another apartment and we had to pay a new deposit and sign a new lease and start our lease over again. I rejected the offer because I no longer wished to stay at this complex due to the way they handled the busted pipe situation. It was not that they raised the rent amount. 

  Customer Answer

  Date: 05/23/2023

  I am rejecting this response because:   The response is not accurate nor true. We were offered a vacant apartment ONLY if we applied for the apartment, paid a new deposit and signed an entirely new lease. They did not just offer ** to move into another apartment and keep the same lease, which was what we were promised at the beginning of the entire situation. 

• Initial Complaint

  Date:12/07/2022

  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.

  Water leak with no emergency response when using the emergency maintenance number. Damage to property is occurring and no one answered or responded to issue
  

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 5, 2022/12/15) */
  In response to this claim, ******************* stopped managing this property in November 2021. The property website indicates that the current management company is ********************.

• Initial Complaint

  Date:08/29/2022

  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.

  For about the last month or so the entire complex has either been intermittently without water and consistently without hot water. The water is cut off without notice and it is said to be a problem with the boilers. I am a female and bathing is definitely a necessity. I have two small children who have missed some days of school due to not being able to wash. When I reached out to the leasing office I was to boil water. Everytime I have spoken with the leasing office the manager, Winter, is always very hostile. There are many other issues such as, roaches, work orders not being completed, trash and etc., but right now the biggest concern is the inconsistency of water as this prohibits me from bathing, cooking, cleaning, most importantly of them all of course is the hygiene of my children and myself. I honestly do not know what else to do. As of lately the leasing office has kept their doors locked and not allowing us in the office.