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:03/31/2025

  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.

  This complaint is in regard to CalCap Properties and its property, ************** in *********, **. I have had numerous issues with this property and management, including, but not limited to, being moved into an apartment with a broken water heater resulting in no hot water for one month; falsely advertised amenities and other issues regarding breach of contract; rarely having running water, which the complex refuses to fix; a broken door handle that the complex refused to address for approximately 18 months after maintenance requests were submitted. This has forced me with no reasonable choice but to terminate my lease. Upon making numerous good faith attempts to rectify issues with the property, I was blatantly ignored. The office is sporadically open regardless of the time of day. I also made numerous attempts to call and email the property, which again, were blatantly ignored. After contacting CalCap and being told that they were "not responsible for that region," i finally received an email from ************** saying that the internet had been down. I received this ludicrous response after three weeks of being ignored. Now, after additional good faith attempts on my end to resolve these unlawful issues, I am being ignored by both CalCap and **************. As a result, I have been forced to take time out of my busy, hectic schedule, to file the instant BBB complaint. I demand actual, meaningful contact to resolve these issues immediately prior to my forced, early move out.

  

  Business Response

  Date: 04/11/2025

  Hi *******,

  We have received this complaint. Please allow us to communicate with our community team and Regional Manager to find the best resolution possible for you. We will be in touch with you shortly and we appreciate the patience.

  
  Thank you,
  CALCAP Properties.

• Initial Complaint

  Date:03/28/2025

  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.

  Hello,I have attempted to contact this company on multiple occasions regarding a complaint about the property in ***********, ********, The Wellington of Chanel. Despite my efforts, my calls have been consistently ignored and are now directed to voicemail. I attempted to reach out from a different number to Corporate, and an individual answered, stating that they would forward my message to ****, the general manager of the property. However, I have not received any further communication. The initial issue arose when the property manager requested additional verification of my income, despite the submission of my bank statement and check stubs for the period of January through recent. The property manager then stated that she had to submit my application to someone above her, the owner, a male that she did not give the name of. He had to approve the application before she could move forward. I have added to the application, including additional check stubs and even offered to have my employer verify my income. However, this request was declined. Each time I call the property manager, my calls go unanswered or are not returned. They have also been inconsistent in changing my due dates, which ultimately led me to withdraw my application. I am seeking to file a complaint to recover the $100 administration fee I made, which the leasing agent and manager both said is refundable. The property managers behavior was rude and unprofessional. She was more interested in where a deposit came from rather than my two job incomes. Despite my repeated attempts to contact both corporate and the property, I have not received any response. I simply want my money back and to have my application withdrawn. The online reviews are also another reason I dont feel comfortable doing business with this property. I have also made several visits to the property

  

  Business Response

  Date: 04/08/2025

  Hi ********,

   

  We have reviewed your submission internally and believe it would be right to refund your money and are in the process of having a check cut and sent out to you ASAP. If you do not hear from us soon, please contact the corporate office at ************ and we will get you an update. We sincerely apologize for the inconveniences caused and we will ensure to do better in the future. 
  Have a great day.

  
  CALCAP Properties

• Initial Complaint

  Date:01/03/2025

  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.

  I spoke a few weeks ago to the leasing manager, ******, regarding our account being turned over to collections in error. We received a phone call from an aggressive collector and a collection letter from a collection agency.During our discussion, I requested that a letter be forwarded stating that we have no balance due to Las Kivas / CalCap Properties. In addition, I requested written confirmation that nothing was reported to the credit bureaus regarding this matter.Due to Las Kivas staffing issues, I appreciate that there have been extenuating circumstances with closing our account. These issues have been internal issues at *********, not on our part. When we vacated the apartment, we gave the keys to leasing agent, ****** - Las Kivas on May 14, 2024, even though our rent was paid through the end May ******* addition, we paid the amount due for ending our lease early ($3,390). . All utilities which were paid through ********* were paid prior to our leaving the apartment May 14, 2024. I guess we are confused on why Las Kivas kept those funds (May 15 - May 31) in addition to a pet deposit and a cleaning deposit. Please provide a reason on why we were not credited for the 15 days Even though payment was made to satisfy funds owed for ending of the lease and keys were surrendered, we received a bill for June in error. ****** (leasee) has shown due diligence on in speaking with the leasing agent, ******, at least four to five times to close this account My questions/requests are, 1. When will we receive a letter stating no funds are due, and that nothing was reported to any of the credit bureaus? 2. Please provide an explanation/reason on why we were not credited for the 15 days (May 15 - May 31).

  

  Business Response

  Date: 01/16/2025

  Hi ******,
  
  I believe that our teams have been in communication with you regarding this matter and that this has been resolved. Of course, if there are any questions, please let us know.

  Thank you

  Customer Answer

  Date: 01/16/2025

  I received an email from *****, but two items were not addresses. 1. The 15 days we were charged after vacating the apartment. I asked fir an explanation of why we were charged. 2. The emails I received from CalCap does not address if this collection action was reported to the credit bureaus. The emails state we have a zero balance and that the account was sent to collections in error and that the collection agency had closed the collection account.

  

  Business Response

  Date: 01/28/2025

  Hello,
  After more research into your follow up, we have determined that the charges were made in error, and the employee responsible is no longer with the company. Additionally, we can confirm that the account was not sent to credit bureaus. We sincerely apologize for the unjust stresses and inconveniences this has caused. If there are any further questions or concerns, we invite you to contact us at our corporate office at ************ to speak with our team for more streamlined resolution.

  Thank you

  Customer Answer

  Date: 01/30/2025

  
  Better Business Bureau:
  
  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,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:10/16/2024

  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 mom filed a maintenance request to fix her bathtub over a year ago. They have ignored every request, call, and message asking them to come fix it. The landlord keeps avoiding the issue and my mom has been without a working bathtub for over a year. We would like to have rent reimbursed and waived until this issue is resolved.

  

  Business Response

  Date: 10/17/2024

  *********,
  We would love to assist you. please contact our live agent call center at ************ and kindly provide us with the unit number of your mother's home, as well as a good time to allow us entry to assess and service repairs.
  Thank you, and we look forward to resolving this promptly.
  

• Initial Complaint

  Date:08/19/2024

  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.

  ** has been down for a couple months, landlord denies giving compensation to residents because hes working on it but its been like this since July in ******* AZ one of the most hottest cities. I have had to stay at my mothers house in ****** because of the heat. My boyfriend came over and slept on the floor due to the ** blowing hot air. *** filed a complaint with the landlord, manger and nothing is being done. It is too hot and to be paying ***** monthly is absurd!

  

  Business Response

  Date: 09/03/2024

  Hi ****,

  
  Thank you so much for reaching out to us directly. We would love to gather more information from you such as your community name and your unit number. If you would kindly reply with this information, we will gladly get you in touch with the appropriate party to begin the process of finding resolution to the issues you have experienced.

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  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.
  
  

  Urban Connected Apartment 25

  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:08/12/2024

  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 moved in July 9, 2024 and moved out July 25, 2024 and only spent a total of 3 nights at Calcap property ************** in ***********, **. Our move-in date was scheduled for July 9th; yet, when I arrived no one was arrive. In fact, I was asked to come back so they could complete repairs and that management would leave my key under a door mat because they needed to complete minor repairs and replace the refrigerator. Unfortunately, it did not get any better from here, Upon moving into our apartment it was dirty and disgusting. It appeared as if the last tenant just moved out. The floors, windows seals, countertops, bathtub, toilets, stove and light fixtures were filled with deadbugs. The main bedroom was moving the door k*** and to make matters worse there were roaches in both the refrigerator and in the sink. We stayed in a hotel that night and I addressed my dismay and concerns with leasing office the following morning only to be moved into an even dirtier unit. The hallway bathroom was atrocious with f**** on the toilet and a very crude decal affixed to the toilet lid, assumingly left by the prior tenant, that read "If you miss clean your p*ss". My children and I were absolutely disgusted and horrified. Management was adamant that they "walked and cleaned both apartments". Of the 17 days that we "lived" at ********** we only stayed there for 3 days due to the roaches and dirty units. Leasing manager offered to have the unit properly cleaned then took back her offer even after I provided her with text messages stating that she would have it completed. I paid my 1st months rent and deposit upon moving in; however, I had no signed lease due to being moved multiple times. Upon trying to address my concerns with Leasing Manager, *******, she called me and told me that I had 5 mins to sign a lease or she'd change the locks on the door, which she did. The next day she sent a text stating, "you can't stay here. you have to move out", illegally evicting me.

  

  Business Response

  Date: 08/20/2024

  Hi ********,

   

  We are concerned by the experience that you had and believe it to be outside of what we deem our normal experience, and certainly outside of our standard commitment to our residents. We would like the opportunity to connect you with the Regional Manager for your community in order to come to a resolution. Please contact us at our live agent call center at ************.

  
  Thank you

  Customer Answer

  Date: 08/20/2024

  I have called the number provided, ************, numerous times without resolution. I have called 7/30, 8/9 and again today on 8/20.  Each time I spoke with *Nilee who advised that she would forward my issue onto the ******* Manager, **** *******. However, I have yet to hear back from **** whether text, phone call or email.  Nilee informed me today that **** is on vacation until next week.  Sadly, it appears that my issue of being illegally evicted and not receiving back my funds is not an urgent matter to CALCAP.  I am going to contact the Arkansas Attorney General today to file a complaint. I have yet to receive back my deposit, prorated rent or any compensation for moving or hotel stays.  I expect more from a company rather than what I have received thus far which is nothing at all. 

  

  Business Response

  Date: 10/21/2024

  Good morning.

  We have been in consistent communication and believe that we have provided all necessary documentation supporting our stance and positioning regarding this manner. 

• Initial Complaint

  Date:08/04/2024

  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.

  I hand delivered a "K Form" notice of return deposit to CalCap corporate location on July 2nd and spoke with *******************************. ****** emailed me on July 9th, informing me that she needed to discuss the charges with *******************************. I thanked her for the update.On July 18th, I received a check for $788.30, the check was dated July 9th. I deposited this check on July 24th but was notified by my bank on July 30th that the check had bounced. Their bank requested me to return to the maker of the check. Consequently, I visited CalCap corporate office again on July 31st and spoke with *************************** and **** from accounting. ***** asked me to provide a legal copy of the bounced check.Later, ***** emailed me stating that since Cal *** no longer owns the property, they cannot issue or reissue a check, even though they had previously issued one that bounced. This situation has resulted in a loss of $785 from a work check that was deposited on August 2nd.I also emailed ****** on July 30th to inform her of the bounced check but received no response. I have spent countless hours and days trying to resolve this issue with CalCap but have been met with unresponsiveness and a lack of accountability.

  

  Business Response

  Date: 08/08/2024

  Hello,

  
  While we fully understand the frustrations you are experiencing, we do not manage that community any longer. When a change of management happens, so too does the banking access/accounts. Normally, the deposit accounting would transfer to the new management group, who would be able to be contacted via the community. Unfortunately, the new managers would be the best points of contact at this time.

  Customer Answer

  Date: 08/09/2024

  This matter involves a serious issue with a check issued by your company, leading to significant financial damages and potential fraudulent activity. I received and deposited a check from CalCap Management, assuming it was legitimate, as there was no prior notification indicating otherwise. The check was also reflected in my final ledger from CalCap.
  
  The deposit resulted in punitive damages, including late fees from my landlord for overdue rent, overdraft fees, and a negative balance of -$788.30 in my account. Despite my attempts to resolve this with your company, I have been directed to a management company that seems non-existent or unreachable. At no point did I receive communication from CalCap about the check being issued in error or advising me not to cash it.
  
  This lack of notification and the handling of the check suggest severe oversight or mismanagement, potentially constituting fraudulent behavior. I have repeatedly requested an investigation in person, via email, and by phone, providing detailed information, but CalCap has failed to address the issue.
  
  CalCap must explain why the check was issued and allowed to be deposited despite insufficient funds. I seek full compensation for the original check amount and the financial damages incurred. I also require assurance that measures will be taken to prevent such issues in the future and a clear point of contact for further communications.
  
  The delays and evasions only strengthen my resolve to seek justice. I urge you to address this issue promptly and fairly. Please provide a formal response within 10 days to resolve this matter amicably.

   
  

   

  

  Business Response

  Date: 09/03/2024

  Hello,
  
  While we fully understand the frustrations you are experiencing, we do not manage that community any longer. When a change of management happens, so too does the banking access/accounts. It would appear that in this instance, the accounts were transferred while this refund was waiting to be cashed.  Unfortunately, the new managers would be the best points of contact at this time as those funds should still be there available to be processed. We cannot issue a check from an operating account that we no longer have access to. Normally, the deposit accounting would transfer to the new management group, who would be able to be contacted via  reaching out to the community directly.

• Initial Complaint

  Date:07/08/2024

  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 property on *************** its uptown horizon the staff has left the office Unattended due to bed begs infestation and it made units above office have bed bugs as the property does have a sister property called abq encore located on ********************* ne has a unprofessional manager never there when I went to get my deposit from the offices they say just leave a forwarding address and they send it after 3-60 days after move out **** staff is know to scan paystubs and rent units with cash with no contract also all units have mold especially unit 6 his lived there for 4-6years and unit falling apart

  

  Business Response

  Date: 07/15/2024

  Good afternoon,
  

  We are sorry to learn that you are having issues at your community and understand the frustrations. We would like to learn more about your situation, and specifics like your unit number and details on some of the other items mentioned at the end of your statement. Please contact us at our corporate office at ************

  
  Thank you
  

• Initial Complaint

  Date:07/02/2024

  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.

  I moved into ********************* Homes in **************, managed by Calcap Properties Feb 2 2024. I picked the apartment because it accommodated my disability and one of the factors was the laundry facilities being very close to said apartment. Unfortunately when I moved in 3 washing machines where broken and they have been broken since my move in date. Now 4 are not working and the 2 that are working are so dirty that I get dog hair all over my cloths as a bonus for washing them. I had to do my laundry at 4am to get an open machine. I attempted to clean the machines but my neck does not move correctly so it's hard to do there was so much garbage in the gasket that a childs sock was wedged in there. I have written an E-mail through the apartment web portal to report the washing machines and still after months they still are not working. I would like them to get most of them repaired in a reasonable time. I am aware another company owns them but they should have some kind of contract with the complex.

  

  Business Response

  Date: 07/08/2024

  Hi ******,

   

  We reviewed your complaint with the property manager and were informed that the washers/dryers are all in working order, with the exception on 1 washer. Additionally we have new equipment coming in under a new group that will further upgrade the washer/dryer offering. 

  Customer Answer

  Date: 07/09/2024

  I just went into the washing building only 1 machine has an out of order sign the other 3 are not on and one of them is missing the card reader all together.  So 4 non working machines out of 6.  I opened all of the ones without the lcd readings and they don't respond they are broken or not connected to power. 

  

  Business Response

  Date: 07/15/2024

  Hello,

  
  We have been in communications with your community manager and they have shown us the attempt at communication to discuss your concerns and frustrations regarding the equipment at the community. We encourage you to respond directly with the manager as their information is up to date and can provide quicker updates to the progress of the new machines.

  
  Thank you,
  CALCAP

  Customer Answer

  Date: 07/26/2024

  
  Better Business Bureau:
  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service 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 moved into the ******************** last month ive been telling them about my stove and **** NOT working im not able to use my stove when i call they sent me to a voicemail or tell me someone will come that same day and they never do today they would not even answer my phon calls i e paid my rent this month and my deposit last month the its been more then a month

  

  Business Response

  Date: 05/17/2024

  Good morning, I was informed that we will be on site to address this immediately. I will ensure that we follow up immediately upon completion of this issue. We apologize for the inconvenience.