Complaints

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:02/20/2025

  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 entered a 6-month lease from July of 2024 to December 2024 with 3 other girls under Forest Hills Management. The place wasn't in pristine condition when we arrived, and still smelled of the previous tenants (not in a good way). Management was attentive during our stay, fixing the fridge door and microwave (which were broken when we moved in), and changed lightbulbs and fixed the washing machine when requested.
  
  Our issue came when each of us was charged $205 out of our individual $400 security deposits for "Steam Clean Carpet - Bedrooms $75, Cleaning Whole house $100, Replacement Materials (filters, light bulbs, battries) $25, and Trash Removal $5" for a grand total of $820 to clean one apartment upon move-out.
  
  I've read other complaints where management responded and claimed this is a charge detailed in the lease we signed, but even so the amount seems ridiculously high - especially when we left it in equal or better condition than when we arrived (with a fixed microwave & fridge, for starters). I also think that expecting tenants to "change air filters" is unusual for a lease (something else they point out), and partly how management tries to justify enforcing such a large fee on tenants.
  
  There were no individual room charges, which means they simply put a blanket fee on each of us. I would have no problem if it was $205 split amongst the 4 tenants, but $205 EACH just isn't believable when online research indicates an apartment cleaning should 1) be around $100-$300 total, and 2) only be charged when the apartment is left in a condition that is significantly dirtier than when they moved in and exceeds normal wear and tear. We vacuumed each room, mopped & cleaned. On top of all this, management did not reply when I emailed to inquire about why the charge was so high. It's unusual and egregious to receive less than 50% of a security deposit, especially when leaving a place in what we considered to be good condition, without more of an explanation.

  Business Response

  Date: 02/27/2025

  ***,Thank you for your questions.I wanted to first state that the lease states tenants will be charged for cleaning and carpet cleaning of the premises upon move out. Normal wear and tear in Virginia normal falls under fading paint, scuffed floors (within reason), scuffs on walls, and things of that nature.While the unit was not left in bad condition, the average cost to clean a 2,400 square foot unit including windows, baseboards, bathrooms, fixtures, and appliances is well above $300. As you can see on the security deposit breakdown sheet you were sent, the cleaning of the unit was $400 which was prorated from the amount we paid in total for a cleaning service to come in and clean. That $400 was then split evenly among all 4 tenants.As for the carpet cleaning: On average the cost of carpet cleaning is $0.50 per square foot. Each room in the unit is roughly 180-185 sq. ft. which equates to about $90 per bedroom for carpet cleaning.Overall, the charges are not exorbitant or egregious as we did charge less than what it normally costs us to get a unit fully cleaned. We can review the charges with management and see if they are willing to make any concessions and get back to you early next week.

  Customer Answer

  Date: 02/28/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I don't dispute the charges as detailed, but whether they should have been charged at all. Forest Hills Management was "within their rights" to do so under the leasing contract, but from an ethical standpoint I would expect management to use more discretion in determining whether such a fee is necessary or not. It may not be possible to recoup any losses incurred to me and my roommates after their "reevaluation," but I don't want this same thing to happen to future tenants.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:07/29/2024

  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.

  Dealing with our landlord for our mold infested basement apartment where my daughter was living her last year of College at ***.
  ***** & Mohammad, Father son, are returning $69.00 of $400.00, and hitting all 4 of the girls for nonsense Fees. 150.00 for light bulbs and batteries and filters. $400.00 for cleaning. $300.00 for Steam cleaning for carpeting in the girls bedrooms and common areas. Making up erroneous late fees of $118.50 for returned checks, when I paid by Credit Card.
  Started with Mold in the basement, that we had to remediate ourselves, literally drove from ** with big machines. ***** assured me he would handle the issue at the main where the mold was behind the wall. We have a full report from a Lab that costs me $400.00.The basement leaked with heavy rain, prob 2-3 inches of water in the basement.
  Last piece of business is to get our full security deposit refunded. We left the apartment perfect, we cleaned it ourselves with cleaning products.

  Business Response

  Date: 07/31/2024

  Each concern in the complaint is addressed below:1. Cleaning and Carpet cleaning fees/Light bulbs/filters - Our lease that Mr. ***** co-signed on clearly states that tenants will be charged for cleaning and carpet cleaning at the end of the lease. There is also a clause in our lease that states that upon move out, tenants are to have all filters changed, smoke detector batteries working, and light bulbs working as well. If not, they will be charged for those items.2. Security Deposit - The lease clearly states that the security deposit is $400.00 not $1,000.00 as Mr. ***** is claiming. The $600.00 Grounds Fee we charge is outlined in a separate section which includes exactly what that fee is used for. 3. Late Fees - Mr. ***** has been sent all transactions for the account he co-signed on, including the returned payments proof and proof of his late payment that he says is wrong without providing any proof himself. His rebuttal in many of the emails that I have sent with him, that include screenshot proof, is that it is wrong without him providing any proof himself. If there are any discrepancies in what has been addressed, please let me know. 

  Customer Answer

  Date: 07/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I paid by Credit Card, there was never a bounced or a returned check. Record keeping inaccurate., we reviewed this previously and ***** apologized and said he was under a lot of stress from his Uncle being very sick.Please see statement and ridiculous inflated fees.$2400.00 Grounds Fee? These fees are astronomical and unfair.There were 4 girls in the house, 1 is staying, there was no cleaning whatsoever, $300 for carpet cleaning, $400 for whole house cleaning & there is  a $150.00 charge for filters and batteries and light bulbs, Shame on you for these charges, taking advantage of college students like this.
  Regards, **** *****

  Business Response

  Date: 08/02/2024

  ****,Our record keeping is accurate. The charges, payments, and returned payments are all processed by a 3rd party application through the software we use. In the transaction history I sent you it shows every payment made through the system. If you would like, I can even send you the exact processing ID numbers for each of those payments. he payment you have shared a picture of is for *** *****. We have no affiliation with that housing company. I am considering this matter closed as I have explained and provided evidence for everything that has been asked for. If you have any new questions, please let me know.

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  6/18 please see attached email correspondence an bill regarding invalid charges against my security deposit of $350 including charges for replacement screens that were never on the windows to begin with. We left the house and the room spotless so any cleaning charges are also invalid

  Business Response

  Date: 07/31/2024

  This complaint has been resolved between myself and Mr. ******.A refund along with updated security deposit statement will be sent out.

  Customer Answer

  Date: 08/05/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ***, Thanks for taking the time to talk today.  As I mentioned on our call, I still have yet to receive any additional refund that’s been discussed and have NEVER been able to speak to anyone in management in person about this issue so I do not consider this matter to be resolved at all.  I would very much appreciate at least a return phone call and, honestly, until I see the check for additional funds and an updated accounting sheet for what that money is being charged for, I just don’t trust that I will ever actually receive it.  I wil accept the partial refund if and when they do send it though bc some money is better than none but I still dispute that anything is owed at all (will send you some Context for that claim be;).    As of today, FHM has offered to send us back a bit more of our security deposit ($150 out of the $350 they unfairly kept and refused to return) but have yet to do so and have yet to provide a breakdown of what the remaining $200 in withheld funds are being used for.   As i mentioned above and in our call, I do truly believe that all of their claimed charges are invalid and initially requested a return of my full security deposit but, at some point, I agreed to allow them to keep $100 for whatever reason they wanted to just expedite the resolution of this situation but they said that would not be willing to even consider that offer and since they already have my money, there’s not much I can do to get it back so I’ll take what I can get at this point.  I would like to work towards a return of additional funds at some point but not sure what can be done.  As I mentioned on the phone, just being able to speak to someone in person to discuss this matter would go a long way towards feeling less taken advantage of and feeling a bit more heard as this whole process has felt very impersonal and unfair so far. I’m not sure what can be done here but I truly do appreciate your assistance.   I will be forwarding you additional email communications for your context and understanding.  Please let me know if there’s anything else you need from me.  Thanks, -- ****** ****** ###-###-#### 

• Initial Complaint

  Date:02/07/2024

  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.

  I am co-signer on my daughters college apartment lease at Forest Hills Manor (***** **). We are on the 2nd year of this lease from June 2022-June 2023 then renewed through June 2024. When she got back to school in the fall (2023), the dumpster at the end of ***** *** was gone. This dumpster was present when the lease was originally signed and again at renewal for the current year. They (student tenants) reached out to the leasing office multiple times with zero response back from management/landlord. I emailed after Parents weekend and Homecoming weekend visits since it was still gone with zero response. We were concerned about rodents etc since the garbage was not in a container. Our lease clearly states that our grounds fee covers the dumpsters (which were $500 year 1 and $600 year 2). Mid-January a $100 fine was posted to my daughters portal (and every apartment at that end of the street). One week later an email was sent to them stating they will be fined for putting garbage in the alcove where the dumpster is missing (even though they had been doing this since September). Then a few days later the fine was reduced to $50 (which is all the lease allows for fines). The students went to the leasing office again and were told that the dumpster was removed because otherwise the grounds fees would have increased (which they CAN NOT do mid-lease) but that the landlord would get in touch. Again, no response from property manager or landlord. I have now called 3 times with promises of a call back from the property manager or landlord – NO RESPONSE. They have now moved the fine to a rent charge. They did just reduce it again today (2/7/24) to $25 – but still no human contact to discuss, no dumpster and we have no contact info other than the leasing office. We want this fine removed AND the dumpster returned. We paid the $600 grounds fees for this service and expect it to be maintained through the lease.

  Business Response

  Date: 02/14/2024

  This complaint has been addressed directly with the person who filed it via email.

• Initial Complaint

  Date:09/23/2023

  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 started renting a bedroom in July 2022. After some personal issues, I decided to sublease to someone. Everything went smoothly and the end of the lease was coming up, July 5th, 2023. I had him send me photos of the room/bathroom for any damages so I could refer to the invoice if there was one at the time for security deposit to be returned.
  
  Back in May 2023, I had sent the management company an email with my updated forwarding address. I had also resent the forwarding address on July 4th 2023 to ensure any deposit was returned to me. August 11th 2023, I sent an emailed outlining VA law in regards to security deposit returns, that they had 45 days after the termination of a lease to return the deposit. They ensured it would be returned before the 45 day period was up. It has since been 80 days since the termination of my lease, with not a single word from them since August 2023. I had sent an email September 1st, 2023 to verify whether they have sent the deposit yet or not. I had someone on my behalf call, and yet no response either. I contacted my former roommates, who also haven’t received anything, and the subleasee verified he didn’t receive my deposit. What they are doing is ILLEGAL per VA state law. Many online reviews and BBB complaints state the same thing happened to them.

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  Received my security deposit after moving out which was much lower than I had expected it to be (roughly $50 versus having paid over ten times that). I called at the beginning of July to ask for an explanation along with a detailed report about all the charges that had been taken out to get to that point, to which they gave no explanation but said they would send the itemized list to me within a few minutes via email. I have yet to receive the email and an explanation. I've made several calls and emails since then over the course of the month but all I've gotten is their answering machine and no calls or emails back, especially since I've left them multiple messages giving them both my email and phone number. I was the only one who had moved out from that apartment (*** ******* ****) and had left the room in perfect condition given the state it was in so at this point it doesn't make any sense as to why it was this low.

• Initial Complaint

  Date:11/26/2022

  Type:Order 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 received the security deposit notification for my son’s house on 8/8/2022 showing a balance due of $1,065. I have sent four emails since then seeking an itemized accounting of the charges given the deplorable condition of the house at the beginning of the lease, which I documented thoroughly at the time of move in. I also called the office requesting a response to my emails, and no one has responded. At the same time, though, my son received an email from Forest Hills saying he still has a balance due. I have attached the email chain that starts with my most recent request for clarification of the charges and goes back to the original list of issues with the house at the beginning of the lease in 2020. My original email to Forest Hills also includes links to videos of the property showing the horrible condition it was in at the beginning of the lease. I am looking for a full explanation of the charges and a billing adjustment if what my son is being charged for was actually damage that was documented at move in.

  Business Response

  Date: 11/28/2022

  Hi *********We have forwarded the email response by our company sent to you on October 3rd detailing and answering all questions in your previous emails. The email has photos taken by us upon move out and includes the move in condition form you emailed to our office upon move in with all notations.If there is anything else you need from us, please let us know.

  Customer Answer

  Date: 11/28/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******I received the attached in the mail today, indicating the Forest Hills Management LLC is sending the balance for collection because it has not been paid.  As noted in my earlier correspondence with the better business bureau, I have disputed the charges, but no one from Forest Hills Management has bothered to respond.  Here is my response to the letter I received  today:Forest Hills Management—Let me be absolutely clear—I am disputing the costs contained in the Security Department statement for *** ******* **** as laid out in the three emails I have sent to your office after receiving the original security deposit statement in August 2022.  I just received the attached, which is the first correspondence that I have received from you since my original email and subsequent phone calls to your office about the security deposit statement.  I find it interesting that this follow-up letter referenced in the attached was not sent to me directly.The attached says “if you have any questions or there is an error please email us.” I have attempted this on numerous occasions, sending emails that included a comprehensive accounting—including videos—of the deplorable condition of the house at the beginning of my son’s lease in 2020 and no one has bothered to respond.  The videos, which were date stamped from July 2020, showed the existing damage in the house BEFORE my son moved in.  As noted in my earlier email (11 August) the existing damage seemed very consistent with what you are charging my son for.    As a reminder—here are the dates of my previous emails, all of which can be found below:8/11/20229/27/202211/26/2022I also have called the office at least three times and have left messages about this matter.

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Forest Hills has not returned any deposits to me as the guarantor of my son's lease at *** ******* **** ************* **.. My son and three other students went to move in August 2022 and the place was uninhabitable. We have a video of the condition. When the landlord came he said he had not been to the place since June 2022 so was unaware. I made two deposits to FHM one on 6/18/22 for $981.45 then again on 6/19/22 for $502.50. As a side note, there was a missing signature on the first place they were to rent from FHM so FHM gave it to another renter but told my son and his roommates they could move into *** ******* **** instead. They went to move in August 2023 just before school started, the place had broken fixtures, broken exit doors, moldy horrific smell. FHM sent an email that the students, including my son, were released from the lease. However, they still have not returned any of my money and it has been 2 months of calls and emails.They agreed that the place was not ready to rent and let us out of the lease but still have no money. I have researched and seen other people having the same issues with this company. Please help.

  Business Response

  Date: 10/14/2022

  Please note that many of the items stated in this email are incorrect. The tenants specifically asked to get out of the lease. In the video they sent you can clearly hear the tenant stating that the upstairs and main floor were okay. There were some cosmetic issues that were scheduled to be addressed, however, the tenants and parents chose to want to get out of the lease. Forest Hills does not have a clause to break the lease. As this was the tenants choice to be released, we will not be refunding any monies that were paid because we were not given the opportunity to remedy the complaints they had.

  Customer Answer

  Date: 10/14/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ******** *********
  These were not cosmetic issues. The unit was not habitable and students never took possession. They have everyone’s Secuirty deposit which is due to be returned since no one ever lives there. We also have parents who spoke to the contact  and told us we would be getting that money back since the place was not ready as promised and they had to move in that day. There was water damage and mold in the photos and two of the students have medical issues which are triggered by smells and mold .this place had horrific smells. They could not move in. There were also a note posted by a utility company on the front door stating that they never got any notice. Nothing was on. This company has so many complaints about never returning money and deposits.The security deposits need to be returned. They have &1400 of my money plus three other families 

  Business Response

  Date: 10/14/2022

  If you read the lease it clearly states that tenants are responsible for turning on the utilities. As none of them did, there were no utilities on which is in default of the lease. The letter we sent stated that we are no longer obligated to the tenants for any items which includes refunds or credits.As per your email, you say that lawyers have been contacted. At this time we will no longer be continuing conversations regarding this matter unless it is through your lawyer.

  Customer Answer

  Date: 10/14/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   Regards,
  
  ******** ********* You are not allowed to keep more than two months of security deposit which you have done 

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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.

  My daughter, ***** ******-***** rented a room at **** ***** ******* ************* ** ***** from July 1, 2022 to June 30, 2023. As the guarantor of the lease, I had set up the payment portal for the application fees and deposit. My daughter chose not to move into the room but found a replacement lessor, ******** ******** who signed the lease, moved in and is in fact paying the rent. However despite the new renter paying rent, my checking account was charged $605.00 on July 5th 2022 and $655.00 on August 2nd 2022. Upon realizing the unexpected debits from my account, I immediately called Forest Manor and they acknowledged the mistake and explained that it happened automatically due to my information being stored in the payment portal. I was told that they would reimburse me the amount. Weeks went by and I didn't receive a payment. I have called and called and sent reminder emails. Was told that they would be sending me a check. No check received. No calls or emails being returned. The money was obviously drawn in error but now that they issue has been pointed out and the money has not been returned, I feel like this is becoming more fraudulent in nature. I really need that money returned.

  Business Response

  Date: 10/04/2022

  Refund of the overpayment has been returned to the tenant to the address on file.

  Customer Answer

  Date: 10/07/2022

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********