Complaints

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

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Highmark Residential, LLC has 73 locations, listed below.

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  Highmark Residential, LLC

  5429 Lyndon B Johnson Fwy Ste 800 Dallas, TX 75240-2657

• 

  Highmark Residential, LLC

  396 E Southwest Pkwy Lewisville, TX 75067-6356

• 

  Highmark Residential, LLC

  160 E Vista Ridge Mall Dr Lewisville, TX 75067-3715

• 

  Highmark Residential, LLC

  17717 Preston Rd Dallas, TX 75252-5782

• 

  Highmark Residential, LLC

  1500 Preston Rd Plano, TX 75093-5142

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:11/26/2024

  Type:Billing 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.

  My son lived in the The Gardens Apartments at *******************************************. I moved July 8, 2024. No one did a walk through with me or spoke with me or my son about any additional charges. When my son called the office and spoke with ****** she stated she would take care of this but did not. My son called today (11.26.24) and spoke with ******* and she stated it is to late, because we did not call in ************************************ email did not go out to us and why are we being charged a cleaning fee of $795. This is illegal and should not be allowed.

• Initial Complaint

  Date:11/14/2024

  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.

  I applied at one of there properties. J was approved by screening but the office denied because they claim Janiyea my daughter was working at *****. I advised them in the beginning that Janiyea no longer worked at ******************. Because they still see her as working there that is something they had to update their automatic system for but at the time of applying she was not working. I contacted several people no response. The response I did get was from a ***** she sent me a message but when I sent one back about the truth no response. I want my application fee back. If I clearly got approve through screening and the office itself denied me it is discrimination.

• Initial Complaint

  Date:11/12/2024

  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.

  Approximately 5 months ago I spoke to ***** ***** the assistant manager in the apartment complex. And I stated that I was planning on moving and how much notice would I have to give to do it properly. She told me we need at least one month notice I said okay. I got accepted at the 55 and over apartment complex and I gave notice to ***** a month and a half almost 2 months in advance. Then she tells me that I broke the lease I would need to pay a penalty of 2 months of rent. I explained we spoke of this before and she said sorry it must have been a misunderstanding. I accepted the penalty of 2 months. I spoke to her today and she said it is now 3 months penalty because I did not give them over 2 months notice. Again I explained to her what we spoke of a week ago and the month before and each time I speak to her she's adding another penalty. She is the manager of the office and has been here over the 14 years that I have been here and she should have made it clear as to what I was going to be charged as a penalty from the beginning. And I have had an outstanding record here for 14 years and have never made one single late payment. No complaints on my apartment and nothing ever destroyed in my apartment. In fact they rarely did a yearly inspection for me and they stated it's because my apartment was always in perfect condition so they didn't have to inspect me every year. Unfortunately I do not have anything written in an email it was all over the phone or in person. My rent is approximately $1, 380 per month and they're charging me three months of penalty. Is there any way you can help me with this. I wanted to handle this properly that is why I spoke to ***** directly ,the manager months and months in advance. And each time I got a different answer. I agreed to the two month penalty on a 6-month payment plan but now today she says it's an extra month added as penalty. I cannot afford that.

• Initial Complaint

  Date:10/28/2024

  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.

  I have lived in the property about 4 years. I have had a ***** investigation since 2022. I kept being told to give pest control a chance. I did I even took matter into my own hands to exterminate my apartment. This year around August I was told the extermination service used was changed to a better one because they were getting a lot of complaints regarding roaches. I was told by office manager again to give it a chance. I did I don't enjoy moving it cost money to move. First time I never got added on to the list 2nd time it was my fault because my cat was left out and they did not want to go in. They finally came to spray. Roaches tripled I messaged 2 other property managers asking to be put on the list again. I never received a response. 10/27 I had family over my niece was rushed to the er due to getting stung. I had to have my fridge switched because roaches were living in the fridge. Dishwashes roaches are in there as well. Roaches have made their way to the upper level. I can't even be comfortable in my own place. I have called the city as well and I was ignored. I keep asking to let me break my lease at this point and I can't get a decent answer. I have had enough these are not living conditions for anyone and I have given enough chances to have this fixed. I have photos videos email threads of my efforts to have this resolved with no resolution. Horrible place to rent I need to break my lease with a 30 day communication to find a new place and be able to relocate

  Customer Answer

  Date: 10/28/2024

  Please see a few pictures 

   

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  I moved out of **************** Apartments in ***********, ** on July 31, 2024. I received a letter stating that I would be getting my deposit back, minus water and sewer charges on August 13, 2024. The letter also charged me for WIFI, which had been paid, so I called the leasing office and was assured that the check would reflect this new amount, and it should take 3-4 weeks to receive. 6 weeks later on September 24, I still had not received the check. I sent another email, and they responded saying it will be reissued and should take another 2-3 weeks. It is now 3 weeks later, and there is no check. I spoke the leasing office today (10/16) and they told me the representative from Highmark Residential never responded to their request for the check to be reissued. Every time I try calling the Highmark Corporate number, it goes to an immediate voicemail. This experience has been very stressful and time consuming, and I just want my deposit back, as I should have had it by now.

• Initial Complaint

  Date:10/13/2024

  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.

  On September 24th at 5:36 pm I returned home to my rental property from work and found my vehicle ticketed for an expired registration, the ticket on said car said car would be towed by 09/26 at 12:00 pm if registration was not rectified, the car was improperly showed prior to the notice and was towed in violation of my lease agreement which states they must give me a proper 72 hour notice. Once the car was totaled I had a disgusting interaction with the office staff and emailed the regional manager and her manager the ** of operations, the regional manager ***** ********* sent me on email about the incident which included the office staff which they included FALSIFIED documentation. I informed the regional manager the document was falsified and i would be in contact with ******** *******, whom has failed to email, respond or return any of my phone calls. ********* better known as ***** ******** and her associates at the office are unprofessional and the entire highmark agency refuses to acknowledge my claim or dig deeper. They violated my lease and towed my vehicle and refused to acknowledge any of me emails or call me because the car was properly towed no one has asked me to furnish evidence or even attempted to get to the basis of my claim. The office attempted to falsify documentation because I went in and informed them they violated the lease, luckily I had already emailed the REGIONAL MANAGER (written proof that the complain existed) before the document they BACKDATED to try to justify and ignore violation of the lease.

• Initial Complaint

  Date:08/28/2024

  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.

  I lived in ****************************** in ***********, ** from 10/2022 - 10/2023. I left the property on 10/6 as planned. I had not received any instructions for keys, walk-thru, utilities, etc. I called and left messages but it wasnt unusual for them to be out of the office, unavailable, not return calls or emails. The day I moved out I went by the office during office hours and nobody was there. I called and left a voicemail which is addressed in the emails attached. I also sent an email through the website, because frequently my personal emails were not acknowledged and I wanted to avoid this exact situation (can provide proof). I received an email back saying to leave the keys under the mat, but I was not comfortable with that given my living experience there. (I attached an email complaint to add color there as well, lots of police visits). I called and went by the office EVERY DAY on my lunch break from work for 1 week until I finally caught the lady, leaving for an appointment in Greenville at which time I did leave the keys under the mat, since she was watching me do it - she did not have time to even accept them from me. I was concerned this would be an issue and I called their corporate location in ********* and spoke with *****, I believe. I let her know the poor office service and that I wanted to confirm my account was current and closed. She never called me back. I called and left voicemails with them several other times and then with no contact I assumed things were squared away until this showed up on my credit. They currently want to charge over $700 because my keys werent turned in on time. The numerous times I stopped by, nobody was there. They acknowledged in an email they knew I had moved out but didnt bother to check or offer so much as a lock box for keys. Highmark properties did absolutely nothing to help and never returned a single phone call.

• Initial Complaint

  Date:08/26/2024

  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.

  I signed up for spring green lawn care service to keep weeds out of my yard. The person that help me sign up for my service told me I would only be pay ***** every month until I cancel. He said someone would come and and service my yard every 4 weeks which is once a month. The month comes out of my account every month between *****. Spring green told ***** out of my account on the 19th but I never received service. The lady I spoke with told me I only get service every 6 weeks. I told them that not what I was told we I signed up and they been coming out every 4 weeks since April. I asked to speak with a manager they said she would have to call me back. When she called me back I was told no one will be out until the 2- week in September 9-13, I told that 7 weeks from my last service. I asked to cancel my service and a refund for ***** because my yard was service and I was told I cant get a refund for the service.

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  I was a tenant at ****** from October 2017 to August 2018, during which time Highmark Residential LLC managed Acadia properties. Due to issues with my work ***** I had to leave the **** in mid-August 2018 (I didn't return until 2023). My lease was set to expire on January 29, 2019. To fulfill it, I found someone willing to sublease my apartment, *****************. She accompanied me to the leasing office to complete the necessary procedures.After the lease expired, ***************** wanted to renew it and asked me to provide financial guarantee for her, which I refused. Despite this, she continued to reside in the apartment until March 14th and left without paying nearly $4000 in rent and fees. However, ****** transferred this debt to my name, negatively impacting my credit score for a long time.I attempted to contact *****************, but she never responded to my emails. If there were financial disputes between Acadia and *****************, they should have directly addressed them by knocking on her apartment door for rent. Instead, they involved me, who was not in the **** at the time.I hope this debt, which does not belong to me, can be removed from my name so that I can restore my credit score!

• Initial Complaint

  Date:08/09/2024

  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.

  Unsafe & Unhealthy Living Conditions at ************ Apartments in *******, ** managed/owned by HighMark Residential LLC I have been a resident at ************ Apartments for ten years, and I am filing a complaint against the property management due to severe maintenance and pest control issues that have made my apartment uninhabitable.1.Rat Infestation: On July 21, 2024, I witnessed a rat in my kitchen & on July 30 & 31st we saw more in the bathroom in the master bedroom . My children and I are now too terrified to be in our home, use the kitchen or bathrooms, and our sleep is disrupted. My anxiety is triggered and have to take medication due to this situation.2.Non-Functioning *********************** Since Hurricane *** in 2022, my kitchen and refrigerator have not been fully operational. Despite multiple reports, no repairs have been made. I was promised a new ******************* in February 2024hasnt received.3.Mold, Termites, and Structural Cracks: The apartment has severe mold, termite issues, and large cracks. Inspections were done, but no corrective action was taken.I am requesting immediate pest control, renovation of repairs, and a current transfer to a habitable sister community within 7 business days or I will withhold September ************* legal action. These conditions pose a serious health and safety risk to my family.