Complaints
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/25/2025
Type: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.
Dear Better Business Bureau,I am filing a formal complaint against Park Centre Apartments, managed by Western National Property Management, due to unfair and deceptive business practices regarding move-out charges.I resided at *********** Apartments from 03/15/2023 to 03/15/2025 and left my unit in good condition, with only normal wear and tear. Despite this, the management improperly charged me for full carpet replacement upon move-out, even though the carpet had been replaced just one year prior (as evidenced by their own invoices). This charge is unwarranted and violates California tenant protection laws, which prohibit landlords from charging tenants for normal wear and tear or depreciated items.I attempted to dispute this charge with the leasing office, requesting evidence of excessive damage beyond normal wear. They are claiming that the carpet is heavily soled and damaged beyond repair, despite evidence showing otherwise. They continue insisting on the charge. Additionally, their move-out statement included other questionable fees that were not clearly outlined in my lease agreement.I believe Park Centre Apartments engages in unfair business practices to withhold security deposits from tenants unjustly. I am seeking the removal of the carpet replacement charge and a refund of any improper deductions.I request that the BBB investigate this matter and assist in holding this business accountable for its unethical practices. I am happy to provide documentation, including invoices, lease agreements, and photos, to support my claim.Thank you for your time and assistance.Sincerely,******** ****
Business Response
Date: 04/01/2025
This issue has been resolved by the property, and the charges have been refunded.Customer Answer
Date: 04/01/2025
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:03/04/2025
Type: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 into the Millennium Apartments on Feb 26, 2025. On Mar 2, 2025 I noticed that dirt was piling up in all my windows and at my door. The glass in the windows moved when I pressed it. I also caught a bug that looked as if it had crawled through dirt. I called maintenance. **** said the dirt in the windows was normal. He said he would be back to caulk the door because daylight was shining through. He asked if I would be home. I said no and I gave him permison to enter. Later on, he closed the orders and marked them as complete. But I was home the whole time. He never showed up. He didnt do anything.Business Response
Date: 03/31/2025
Our records show that our Maintenance team responded promptly to this request. The maintenance team has been to this apartment on numerous and have not missed any appointments set by this resident.Initial Complaint
Date:02/09/2025
Type: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.
*** violations son isiaah is disabled i was hurt and amputated foot and still cant be moved safely since stairs and no elevator i fell down stairs early december i would like to break lease or be moved to a sister property that has open downstairs and preferably maybe a 3 bedroom for a nurseBusiness Response
Date: 03/17/2025
The property has made numerous attempts to satisfy the residents request. They have offered her numerous apartments and locations on the property for her to transfer, as well as given her the option to vacate the community with no penalty. There are no 3 bedroom floorplans at this community therefore that can not be an option. The community has in good faith given the resident many options and she has not taken advantage of any of those reasonable options.Initial Complaint
Date:12/12/2024
Type: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 asking for an official ledger stating all payments needed in a break down, so I can submit to the **************************, so the case manger can officially help me out.Business Response
Date: 01/15/2025
Please contact the leasing office of your prior or current apartment community and they will be able to get you a copy of your payment history.
Initial Complaint
Date:03/06/2024
Type: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 about the ************************************** Homes in ************, **********. The community manager is ********************* and his assistant *************************. Our lease contract ends on March 6th 2024. We left the apartment on March 4th and gave back the keys to the manager. The manager said that we still need to pay another 30 days ($3,265.00 or more) because he said that we did not give a 30 day written notice. But we called and left a message in advance to let them know that we are not going to renew our lease. Kindly help us, so that this would not happen to other tenants. ********************* and ************************* business practice is to get as much money as they can.Business Response
Date: 04/26/2024
This resident had previously spoken with the staff back in December regarding giving a written notice as they were going to break the lease, but then opted out. The residents came in on March 4th to hand in keys and at that time it was explained to them that per their lease agreement and renewal letter that had previously been sent, a 30-day WRITTEN notice was required. We did not have any record of them leaving a message and as they were in the office handing in keys and going over this with the team, it seemed as if both the husband and wife thought the other had done it. Their lease ended on March 6th, and they were charged for 2 days for TERM to fulfil the agreement and 28 days to fulfill their obligation of giving a written 30-day notice, which would be standard in this case.Customer Answer
Date: 04/29/2024
Hello,
We did not give a written notice, but ********************* called the office 30 days before the lease end, and left a message when no one answer that we are leaving the apartment on the end of the lease term, that we are not going to renew. We want to leave on December 2023 but since they said we have to pay penalty fee in the amount of 1 month rent we decided to just complete the term of the lease which is March 6, 2024 to avoid paying the penalty fee. But now even though we completed the lease term they still want us to pay 1 month rent additional.
Sincerely,
*********************
Initial Complaint
Date:01/11/2024
Type: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 lived at *********** Apartments homes for a year and by far the worst place I ever lived . The manager *********************** was so unprofessional and made it a nightmare living here. I put in my 30 day notice month of November 2023 and left in good standings . We cleaned up the place and had no damages done . Its been more than 30 days that we had left the place and still havent received any sort of refund on our deposit. ******************* called back saying we had a balance , but failed to provide any deductions from our deposit . I am requesting full reimbursement of our deposit or I will seek legal action .Business Response
Date: 02/05/2024
The property management company has looked into this matter and disagrees with the complaint. The moveout documentation was sent to the resident in the allowable amount of time. The past resident did reach out to the Community Manager and was also given the moveout information via the telephone. The property has retained photos and all documentation necessary to support the move out charges, and we ask that they contact the leasing office to make arrangements for final payment of the amount owed.Initial Complaint
Date:12/31/2023
Type: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.
Sycamore Canyon Apartments in ******* is employing a person named ****** who works as a ****** and is vandalizing my truck. They hire people and dont do background checks.Business Response
Date: 02/05/2024
We have looked into this matter, spoken with the current resident on the lease, and have been unable to substantiate any of the claims written into this complaint. We advised the resident to reach out if any problems arise, and also offered that the police can be contacted should any vandalism occur. Should further information be necessary, please feel free to contact the Sycamore Canyon property or reach out to the Western National Property Management corporate office.Initial Complaint
Date:11/16/2023
Type: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 apartment complex manager *************************, makes me feel extremely uncomfortable and agrivated as a mother. She parks her car in front of my work almost everyday and smokes in her car. I feel stalked by her. She smells horribly of cigarette smoke and has even touched my children without my consent, stuck her head in my car window which feels incredibly invasive and unprofessional. Today I needed my garage open and asked her to come open it because Im not feeling well and didnt want to go to the office. She comes to my door and asks me if I have flu. Since when is it okay to ask someone what sickness they have? Other people in my complex have similar complaints about her and I feel that she is a horrible manager and makes the tenants living here feel uncomfortable.Business Response
Date: 02/13/2024
We have looked into this complaint and disagree with the premise that the Community Manager at this building has done anything inappropriate. We are disappointed that one of our residents has this perception of the Community Manager, and it is our hope that it can be changed in the future.Initial Complaint
Date:11/02/2023
Type: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.
Western National Property Management manages the apartment complex that I lived called ********** Apartment Homes (address: ***********************************************************). I moved out of my apartment on 7/1/23. I did not receive my security deposit within 21 days. After not receiving my deposit, I made multiple attempts to receive my security deposit including going to the leasing office, writing letters, sending emails, and numerous phone calls. Western National Property Management claims that they sent a security deposit check on 7/8 but I never received it. When I inquired further, they sent it to the wrong address. Also, per my online rent account, they did not process the refund until 7/25 (24 days after my move out date). When I asked them to correct the is***, they promised they would but never followed up. I tried to contact them after but they rarely picked up the phone and only when we went in person, they promised once again they would take care of this is***. However it has been multiple months since their promise to return my security deposit but they have been negligent and noncommunicative. I sent them a letter on 10/21/23 stating that if I do not receive the security deposit by 10/31/23, I will proceed with legal action. Since the letter, they continue to ignore my calls and emails and still have not sent my deposit. My security deposit was two times my starting rent. I am seeking the return of my full security damage in addition to $2000 in damages due to the distress that this is*** called. I also had to go further into credit card debt and paying high interest because I did not receive my security deposit in a timely fashion. I am planning to *** in small claims court soon if they don't return my security deposit within the week.Business Response
Date: 02/05/2024
This complaint was resolved and settled on 11/07/23 between the resident and community manager.Initial Complaint
Date:09/18/2023
Type: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 lived in ******************* in ******* ********** for over 4 years. I was told I was allowed to smoke inside the apartment or on the balcony but not in common ground areas. When I moved out this year in August 2023 they took $475 from my $500 security deposit since I smoked inside of the apartment. In the lease it never stated I would be charged for smoking in the apartment which they said was allowed. This is very unfair & I would like my $475 back.Business Response
Date: 02/05/2024
The property management company has looked into this complaint. The nicotine damage that was done to the apartment is well beyond normal wear and tear. The appropriate amount was charged at moveout to remedy the damage and return the apartment back to its original condition at move in. Please refer to your deposit addendum which states potential charges at move out.Customer Answer
Date: 02/05/2024
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,
*************************
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