ComplaintsforHorizon Land Management, LLC - Ohio Regional Office

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The park has not provided clean water in over three weeks now. The water is murky and leaves dirt residue in our tubs and sinks. It has a bad smell. The landlord has been contacted by multiple times and has stated the next time someone calls to ask that the lot manager will block them. We have contacted them as well and they have ignored us.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a resident of Orchard Estates for 20+ years and I have an excellent credit history. 20 some years ago I was called about a late check to them and here it was sitting on their desk (I had forgot to put the lot# on the check). No issues until June 8th, 2023.I get a phone call on my day off that my payment for lot rent is late. That is impossible. During Covid I had begun to deposit the check in the drop-box located in front of their office just for those checks. I ALWAYS pay on time. I began doing that when they were getting the monthly invoice out so late, I was afraid they would not make it in time if I put it in the mail. They lost my check. It was not late. Delivered on May 30th check #**** for $477.32. I asked her, "did you look everywhere in your office because I don't understand how you could lose a check put into your drop box." ***** said I would need to give them another check. So, they LOST my check. OK people make mistakes, I'll write them another check which is a hassle because I have to go to the bank and cancel the first check. Then she tells me I have to pay a late fee of $50.00. I get at the office to write a new check and she says, "***** you have a great history with us you always pay on time, and I asked if this could be waived but I'm not allowed to." So now I am really angry, this isn't a late check- they have lost my check, but because they have mismanaged paperwork, I have to pay a late fee? Inconceivable! I then asked to speak with the manager who decides this, and she said she is not allowed to give that name out. Who does that? That is the most shady thing I have ever heard of. When I went to the bank to cancel the first check, I related the issue as to why I had to do this, and they were so horrified they actually waived the cancel check fee for **** want the "late fee" of $50 refunded.

  Business response

  06/22/2023

  [BBB transcription via email]

   

   

  *************** to the emailed complaint (attached) regarding **************************** of Orchard Estates Lot 89.
  
   
  
  As a resident of our park for 20+ years, we truly appreciate ******************* consistency with on time payments over the years, even throughout the Covid Pandemic, however we cannot treat her differently than any other resident. As ***************** verified by her statement, not often do incidents like this occur, but unfortunately, they do happen. These occurrences are not always created by the community manager, as sometimes, residents forget to drop off their payments.
  
   
  
  We also understand the frustration that comes with a situation like this. However, the screaming, yelling, belittling, and bullying of the community manager is an extremely inappropriate way to handle the situation and will not be tolerated.
  
   
  
  We have waived the $50 late fee for this occurrence only. However, to avoid any further incidents with lost checks, I would highly recommend that ***************** use the online payment system option as this will remove any doubts she might have with mismanaged paperwork.
  
   
  
  *****, the community manager, I am proud to say, as of this year has been managing this park for 21 years!  She is an experienced and dedicated manager that goes above and beyond to assist her residents in any way possible.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in ******** *** *** located on ******* **** in ********* **** they are owned by Horizon Land Management LLC. I own the mobile home and rent the land. They came out to change the water meter. No notice, 24hrs as required. I was made aware that many places had damage. I checked mine to discover that not only was my heat tape (keeps the pipes from freezing) but also my siding was destroyed. I made a criminal damaging report. I contacted the office and was told that it wasn't their problem so I contacted their corporate lawyer and she passed it down to her team to investigate. I was told by them via email that it would be considered but with my history it was unknown. My history would be that they do not do anything in upkeep in the park so I contact outside entities. I have enough built up to prove retaliation. Also enough of all the illegal things they do. Therefore they hand me violations and threats to evict me after over 30yrs. I told them that I would give them till Jan. 2023 to take it off my rent and if they didn't I would know their decision and take it further. My end decision will be to take it to court and prove that it was damaged and I wasn't the only one. I may go after retaliation I can certainly prove. Pictures have been sent to our main office along with the corporate atty and the team that investigated.

  Business response

  03/27/2023

  [BBB transcription via email]

  
  Good morning,
  
  We received what says a  second notice on Millers Mhc, LLC regarding an issue where the tenant states contractors did damage when installing new water meters.
  
   
  
  The water meters are sub meters that were replaced on every home in the community. When the contractors sent their logs back, they stated the heat tape on this home was not in working order and they marked it in “poor” condition. She also claimed that damage was done to her skirting. We have many photos and there was no “new” damage on this home. The skirting had many issues on the entire right hand side of her home and off the tracks. She had screwed her skirting shut at one point because it wasn’t secured.
  
   
  
  We notified all customers of the water meter installation by email, signage in the community and a mailed letter via usps.
  
   
  
  We have the entire complaint documented well and can provide these documentations if need be.
  
   
  
  Thank you for your time.
  
   
  

  Customer response

  03/31/2023

   I am rejecting this response because:I tried to work this out with the corporate office. They have pictures. Also to respond to their response I was told by letter that we were getting new meters but no date time day anything on when.(I have the letter) I never got the 24hr notice as required by law to come and touch my mobile home. They are very well aware that is not only what the law requires but I also hold them to that. The other thing is that because they did not have my permission to touch my place they had the old meter mounted on a board. (I have a picture of the install of that one and a picture of the board laying on the ground when the new one was put in. All of my pictures are time stamped and dated) I also have some voices on others that had theirs damaged. Also the parks maintenance man also knows a certain handyman fixed many that were damaged and in fact had to bring the handyman a weather cover that the installers were to put on but didn't

   If this goes to court the handyman will state not only my damage but the damaged done to many others that he repaired. They said that the installers said my heat tape ect was in bad shape but I can prove that false, it had been done just mos prior by housing. The damage done by the installers to my heat tape is pretty obvious in the pictures and video. It was removed and thrown to the ground just as the meter on the board. They stated it was pick up and it was but not till after I complained and turned in pictures, remembering that mine are ALL time and date stamped.The installers damaged many mobile homes heat tape and in one incident a pipe was broken. As for the damage to my siding
  
  
  

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in a community where we live without water more than we have water. The system was to be replaced years ago but these owners said no too expensive. This system is from the early 60s and needs replaced. We have so many people who have garbage all over and junk and those rules not enforced. We have so many feral cats that are homes smell from the males spraying our homes and all them ********. Dog owners have vicious dogs not on leases they dont pick up after their dogs when they s*** The manager is never in the office and when she is the door is locked and she wont let you making her unexcessible to residents. Then they are raising our rent approximately $163 this year when any other year its been anywhere between $10-$30. Im on SSI and $550 a month is over half of my income which doesnt leave me enough now to pay the rest of my monthly bills. We have *** offenders drug dealers felons all not allowed to live in the park but the let them. Were all embarrassed to have anyone visit us here with the deplorable conditions here. Run down trailers ones that were deemed condemned that they sold then they burned to the ground. Then we had to look at that for months. We were even promised paved driveways one side of the park got them our side didnt too expensive to finish thats not right. Now if a tree is an issue with our home its up to us to cut it down or trim it. If we want paved or concrete drives we have to pay for it. I was to have new stairs and railings when I moved in 11 yrs ago because mine were busted up. That never happened. Still using the unsafe stairs. These owners live in ******** are lawyers and are the true definition of slum lords. They need to put our rent money into the park get idiots out of here pave our drives get rid of rundown trailers and bring in newer ones.

  Business response

  01/10/2023

  [BBB Transcription via Email]

  
  ***********************
  12:09 PM (9 minutes ago)
  to me
  
  Good Afternoon,
  
  In response to complaint #********:
  
   
  
  We have only owned and managed since 2016. I can not speak on the previous management company and or their promises. However, I can touch base on the current issues.
  
   
  
  We have replaced multiple staff in the past few years. This has required new training on legal aspects as well as day to day operations. Please be patient with us as we transition to a new maintenance staff and manager.
  
   
  
  The community upkeep comes from everyone pulling together. The staff, as well as the residents. I will certainly make sure this stays a priority.
  
   
  
  As of the water system, this community is on a well system. The system is in good shape and regularly inspected by the ********. When the community is under a boil alert, it is because the well has been depressurized. This happens when the residents have major leaks, or when we are working on the well. There has been many upgrades since the company has taken over. The upgrades are also approved by the *** and documented. The city and health department is also included in our documentation as it is required by law. The leaks remain the residents responsibility. Unfortunately there is no way to prevent the residents leaks.
  
   
  
  I can also ensure there will not be a $168.00  raise in rent this year. I am not aware of where that arose from.
  
   
  
  The residents are our eyes and ears. We ask that the complaints on the resident issues be forwarded to the onsite management so they can be directly taken care of. I will certainly be speaking with the management team on all concerns.
  
   
  
  Thank You
  
  
  
  ***********************, ACM
  
  Regional Manager
  
  Horizon ********* LLC
  
  2151 ****************, Suite 7
  
  *******, ** 21114
  
  Mobile: ************
  
  ************************************* || www.horizonlandmgmt.com

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into oak park mobile home community in June of this year. We have been having issues with our water several times a month and have been under multiple boil alerts. Having done some further research, the problems with the water have been going on for over 2 years and the park has seen multiple property managers over the course of the this time. Meanwhile, the park has continued to raise lot rent but has not found a more permanent solution to the problem.

  Business response

  01/05/2023

  [BBB Transcription via Email]

  
  ******** ***
  9:05 AM (12 minutes ago)
  to me
  
  Good Morning,
  
  We have resolved the water issue in Oak Park Mhc, LLC. The issue had arisen due to privately owned homes with major water breaks after the winter storm. This property is on a well system. When there are multiple major leaks, the well is depressurized. We are required by law to place the community under a boil alert at that point. Once under a boil alert, we provide all tenants cases of bottled water, which are located at the front office. The tenants are responsible for ensuring their heat tapes are working and their pipes are insulated to prevent freeze ups of their water lines and or water line breaks. In addition, this would allow our well to stay pressurized to avoid the boil alerts.
  
   
  
  If you have any questions, feel free to reach out to me at ************.
  
   
  
  Thank you,
  
   
  
   
  
  ******** ***, ACM
  
  Regional Manager
  
  Horizon Land Co., LLC
  
  2151 Priest Bridge Dr, Suite 7
  
  Crofton, MD 21114
  
  Mobile: ************
  
  ********************** || www.horizonlandmgmt.com
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I live in a trailer park owned by this company. There are very large trees, big tree branches are falling, damaging property. The first branch fell, damaged my awning on august 9th 2021. Before the second tree branch fell I called the park management asking if anything was going to be done with the trees. The manager stated that we were on a waiting list for a company to come out, which would be either end of July or sometime in august. On august 20th 2022 a second tree branch fell damaging my awning a second time, and damaging my husbands car. Then on September 8th 2022 a third tree branch fell, landing on wires. When I called the park management she basically asked what i wanted her to do about it. This has been an on going issue. If we want something done with the trees, we have to ask for permission to do something with the trees. We pay lot rent, we do not own the lot. I would like them to be held accountable for these trees, this has been an on going issue for 6 years. Also the lot rent goes up every year, but the trailer park is not up kept. One day a tree is going to fall on my home, and I'm going to be left with no home.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into **** ***** ***** in June of 2020 and it seemed like a great park. at first. I, by no fault but my own, fell behind on rent and the park manager, ******, was so rude about the whole ordeal. But at the time she was not able to evict me due to COVID so I was able to fix the issue. That's when the nightmare started. She began to put violations on my door every chance she got, but others in the park weren't getting any even though they were in violation also. She put up a new rule in the spring or summer of 2021 that no one was aloud to park on the street, but she continued to do so even though she had a driveway. She was getting on people about their yards not being spotless while her back porch/yard looked like a literal trash dump. Currently there's a home right behind mine that hasn't cut their yard in the year they have lived here, yet there's no violation on their door. She chooses favorites and its honestly disgusting. My mailbox lock was changed without my knowledge in November of 2021, and she had to change it again. I recently fell behind on my rent. She retaliated by having the parks "maintenance" man come and shut my waters main supply off under my home. Both me and my mom watched and I had to turn it back on later that night, I was finally able to get TCAP to help, ****** signed a paper stating that she WOULD NOT evict me while I was working with TCAP. She carried through with the eviction anyway. She lied to me saying that the paper she signed didn't state she wouldn't evict me even though it. Additionally, she tried to refuse TCAP's intent to pay. I spent 2 days begging her to show some kind of mercy as my mother who lives with me is a disabled and home bound veteran. She refused. She is an evil, rude, and vile woman who doesn't do her job properly. She's never in the office. She picks favorites. She retaliates. She needs to be fired and someone who cares about the park needs to be put in charge. I'm not the only one who feels this way

  Business response

  06/09/2022

  [BBB Transcription via Email]

  ******** *** <**********************>
  8:10 AM (4 minutes ago)
  to me
  
  Good Morning,
  
  I am responding to a complaint on **** ***** ***** **** ****
  
   
  
  This resident claimed that we refused her assistance payments. However, I show that we have in fact accepted two payments from an assistance group. The first payment made by them, and accepted was processed on 10/29/21, and the second most recent accepted and processed on 5/31/2022.
  
   
  
  Before pursuing any legal action to the resident we had tried reaching her via phone, email, and hand delivered notices. To no availability or correspondence returned, we were forced to pursue. Although we pursued her case with the local court, we dismissed it when she stated she was getting assistance. To get assistance from the group she used, we needed to fill out paperwork, as well as the tenant. In this case, both ends were done in a timely manner which granted us the ability of dismissal.
  
   
  
  I, myself called the phone number we had on file for her many times. The phone number was disconnected. When we received the complaint, it held a phone number different from what was provided to us by the tenant, as well as a email address we did not have. We ask that our tenants update their information with the office if it changes for reasons like this.
  
  I then called, and left voicemails for her on the newest phone number we had for her. I left multiple messages with times I would call back. I never got the opportunity to speak with her.
  
   
  
  Although I did not speak to her, I left a message letting her know that we had in fact accepted her payment from the assistance group. I also explained to her that the water issue was due to a large leak coming from her hot water tank. Maintenance was there to reread her water meter and found it. He knocked on the door and nobody answered, so he turned it off and let management know. Management tried to reach Laura many times, but again to no availability.
  
   
  
  It is very important that our staff has the most updated communication ways with our tenants. This could easily have been taken care of by phone, via email, or an in person meeting with myself had we had the correct correspondence details.
  
   
  
  If you need any further information, please let me know.
  
   
  
  Thank You!

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I were trying to get approved for renting a trailer here in our hometown in *****,**. We paid a $100 fee for background check in order to rent this trailer in ********************** Home Park. We were told that we were denied because of being low income. We know of others that live in that trailer park and they are just as low income as us. Come to find out the 2 different trailer that we looked at to just rent only are now for sale. It said nothing on the application about wanting possible renters to buy said trailers. We struggling to get an answer as to why we can't just rent only. I believe that this is very misleading and they are only trying to weed out who buy trailers and just rent. Very highly unfair and unjust.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business sends ************* **** seperate it comes from Spectrom out of *******. But if it is not paid by 5th of month Horizon Land Management is charging a $50 late fee because it is part of the lot rent which is incorrect do to a secondary billing company sending out a **** each month.

  Business response

  02/01/2022

  (BBB transcription of email sent from business)

  We received a complaint to the **** regional office. Unfortunately, I didnt receive this in a timely manner. I have been speaking with *************************** and we have come to an agreement.

  If you have any questions or concerns, please feel free to reach back out.

   

  Business response

  02/01/2022

  (BBB transcription of email sent from business)

  We received a complaint to the **** regional office. Unfortunately, I didnt receive this in a timely manner. I have been speaking with *************************** and we have come to an agreement.

  If you have any questions or concerns, please feel free to reach back out.

*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. ↩