Complaints

This profile includes complaints for Gaines Investment Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gaines Investment Trust

  7590 Fay Ave #100 La Jolla, CA 92037

• 

  Gaines Investment Trust

  3621 Frankford Rd Dallas, TX 75287

• 

  Gaines Investment Trust

  3637 Timberglen Rd Dallas, TX 75287

• 

  Gaines Investment Trust

  5353 Keller Springs Rd Dallas, TX 75248

• 

  Gaines Investment Trust

  7700 Riverside Dr Tulsa, OK 74136

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:03/25/2025

  Type:Sales and Advertising 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.

  Not Feeling Safe just found out window is cemented shut. My Breathing is Effected, Eyes and Migraine Headaches. Knats are flying in here now. Since No Apartments are Available I Can Move.

  Business Response

  Date: 03/25/2025

  Hi ********,
  Were sorry to hear about your recent experience and the maintenance emergency that occurred. We are currently investigating to understand how it was handled. Our Community Manager will reach out today to conduct a more thorough on-site investigation. We appreciate your patience as we look into this to ensure all proper protocols and drying practices were followed.

  
  If youd like to speak with someone further after hearing from the Manager today, please feel free to reach out to the email address below. We are committed to serving you and ensuring your comfort and happiness in your home.

  
  Kind regards,

  
  *************************start="745" data-end="748"> ************
  **********************************************************

• Initial Complaint

  Date:02/15/2025

  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.

  I have lived here since July and have been charged monthly payments for pest control. The lease states there should be mandatory pest inspections and not once has an inspector been to my apartment. I have to keep my food in containers and keep the trash outside and still I am having trouble controling the cockroaches. I spend money on my own pest control while this company falsly claims they do pest control and are keeping all of the tenants money. I am not the only tenant who has complauned about this.

  Business Response

  Date: 02/17/2025

  Hi *****,

  We're sorry to hear you're having pest issues in your home. We will gladly review your concerns to see how we can help. Someone from our on-site team will be in touch today. Don't hesitate to call the number below if there's anything else we can do for you. Your comfort and happiness in your home is important to us. 

  Kind regard, 

  Gaines Investment Trust

  ************

  Customer Answer

  Date: 04/09/2025

  The first and main issue is the pest! Management charges pest fees but will not fo anything about it. This is my second complaint with BBB and this last request I made today, was ignored. They state they do pesticide from 11 AM to 2 PM on Mondays only, yet, I have never seen a pest control technician walk around(back when I had Mondays off)and my neighbors have told me they have made pest control requests too. I refuse to bring in my trash until something is done, even if I have to go all the way up to the **** County Health Department. I now work Mondays and have a dog, which I got a petsitter to schedule a pest inspection. I was told by the office manager that a tech would be let into my apartment and place pesticides. My camera never detected any motion. It seems like this management is stealing money from the tenants. Can they prove that our monthly pest fee is going towards pesticides?
  

  
  

  Business Response

  Date: 04/09/2025

  Hello,
  We’re sorry to hear about the issues you're experiencing in your home. Please rest assured that we are committed to resolving this matter so that you are happy and comfortable in your home. When there are isolated pest issues in one of our apartment homes, our professional vendors can be scheduled upon request to visit your home as often as needed. As such, we've forwarded your complaint to the Regional Supervisor and Community Manager to ensure timely action and communication regarding your concerns. You should hear from the Manager this afternoon to discuss scheduling and address any other questions you may have. If you are not satisfied with the response from the Community Manager after speaking with her today, please feel free to contact the number below. 

  
  Kind regards,
  Gaines Investment Trust
  858-454-0322

  
  

  Customer Answer

  Date: 04/14/2025

  i want this escalated.  Pest still did not show up today.  I got a message that I wasn't ready!??  I have prepared all weekend and the office knew I work today and have a dog.  I even got a dogsiter for the 2nd time and no one completed the service.  Why would Jessica the manager offer to setup service if she understood someone will need to let in pest control into my apartment.  I am tired of the incompetence of the management here.  

• Initial Complaint

  Date:12/09/2024

  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 need a detail Move-Out Statement. I shouldn't be charged for any light bulbs since I paid for the ones I took.t. The replacement bulbs I was supplied with in June went out in September. Also, If one of the charges is the mailbox key that should be deducted as the key was dropped off at leasing office.

  Business Response

  Date: 12/12/2024

  Hi ******,
  Thank you for reaching out to express your concerns with your move-out statement. The Community Manager will be in touch to discuss your concerns and provide a statement. Thank you for making your home with us. 
  
  Warm regards, 
  Gaines Investment Trust
  ************

• Initial Complaint

  Date:11/18/2024

  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 out of Country club at the meadows 2 days after lease expired. Leasing manager ***** told me it would be $100 and taken ou of my deposit. On Saturday day of moving out leasing agent and new tenant saw me putting last load in car and asked if they could view apt, since that is the one the lady was moving in, I said sure and they did. I went to office to turn in keys and ****** told me noting else I needed to do. There were not damages. About 2 months later I called asking about rest of deposit and was told accout was zeroed out with no explanation. I sent email to Gains in ***, a few days later I received a letter from collectin agency with no explanation other than I owed the $200. I would like explanation of charges or my deposit back.

  Business Response

  Date: 11/19/2024

  Hi ******,

  We're sorry to hear about any confusion regarding your move-out billing. The Community Manager will be in touch shortly to discuss your charges and provide a full explanation. 

   

  Warm regards, 

   

  Gaines Investment Trust

  ************

• Initial Complaint

  Date:07/31/2024

  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.

  1st I wanna say that Pavilion at ******* has been the worst place Ive ever lived in I moved AZ due to my job and I came a week ahead so I could find a place for me and my girls. I came across ******** at ******* and it was a great spot for us due to the school being 2 miles away from the apartment. July 29, ******************************************************************* well that wasnt the case I was told I couldnt move in until after 5pm and that my window was broken so they had to order a new window and I asked about moving in because I wasnt informed that I had certain time to move in then I was told that the person that was helping was new and she was still in training and that she apologized on her behalf, so ok I get moved in no problem well it was a big problem but I got moved in in the dark and after that months go by then finally a year comes up and I finally got to see the new people that were there not once did I get a email saying we have new property manager etc so Im like ok so I started receiving emails constantly about water issues every day or every other day/week our water was off over 7-8hrs it was ridiculous to have to go through this then May 21 a day before my daughter graduation the water was off and I just got back from picking up my family from the airport so now I have 8 people in my house that couldnt take shower since I picked them up from the airport @ 945am and the water came back on at 935pm. Move forward after my daughter graduates from high school I have been informing them that I will be moving out they kept saying I couldnt move out unless I agreed to pay $2236 to move out which I didnt do so now I moved out June 30th and I spoke with them letting them know that I have moved they emailed me asking about payment plan I said yes and asked to speak with the person thats tell her this and she told me that she could pass the message after I asked to speak with them on my behalf Its more I need to speak on about this issue

  Business Response

  Date: 07/31/2024

  Hi ********,
  We're sorry to see your comments and hate hearing about any negative experiences in our community. We will gladly investigate your request and will be in touch tomorrow. 
  
  Kind regards, 
  Customer Service 
  ************

• Initial Complaint

  Date:07/31/2024

  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 have been trying to get my apartment for the better part of 2 months now, to treat the mold and water damage that developed after a storm, but they keep insisting it has been resolved, despite new mold growth after their initial treatment, repairs left incomplete, and my health rapidly declining due to the quality of my apartment. I am constantly fending off allergies to the point where it developed into 2 separate sinus infections and left me vulnerable to the flu. Medical treatment for this alone, has been expensive including medications, doctors visits, and time off from work that I otherwise would not have had to contend with. I have also been grappling with displacement. I spend as little time at my apartment as I can, and have had to stay elsewhere on multiple occasions now due to issues. Living the way I have been is absolutely unacceptable. I have no ability to use two of my rooms that I am paying for because one is the affected room, and the other is my living room where everything from the one room got moved. It is putting a lot of stress on me and my dogs because we need that space. I cannot put any of my belongings back into the room until they treat it properly and address the crumbling wall that is rotted out. Most importantly, even outside the mold, the initial issue they set out to address was not addressed. No one looked at my bedroom window, just replaced the water damaged rotting wood panel that indicated there was clearly a compromise somewhere and painted over the water spots. The drywall around that window is still squishy and crumbling. I from the start said the entire thing needed to be replaced, especially after finding mold within the wall where the water was running in from. Instead, it has just been spackled and repainted sealing it in. Despite being the other side of the damaged wall, no one looked in the closet and there is still rotting baseboards in there, and likely mold within and under the paint.

  Business Response

  Date: 07/31/2024

  Hello,
  We're surprised to read your comments and will quickly investigate your concerns to ensure proper action is taken.  We are dedicated to ensuring your comfort and happiness in your home. You will hear from someone today with an update.
  
  Regards, 
  Customer Service
  ************

• Initial Complaint

  Date:07/17/2024

  Type:Order 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 not liable for this debt with IQ ****************** IN. I do not have a contract with IQ ****************** IN, they did not provide me with the original contract as requested.

  Business Response

  Date: 07/17/2024

  Hi ****,

  We're sorry to hear you disagreed with your move-out charges. We will gladly investigate further to ensure accurate billing with IQ Data. Someone from our team will be in touch after further review. 

   

  Kind regards, 

  Customer Service

  ************

• Initial Complaint

  Date:06/07/2024

  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.

  June 7, 2024 For the past approximate month, my niece has been working with one the residential properties in ****** (Pavilions at *******) Gaines Investment Company manages. I agreed to co-sign for her (because they told her she needed a co-signer) although she makes enough monthly as requested by the management company. I provided pay stubs, employment verification, and they screened my credit. The property told my niece everything was good, so she paid the $100 cashier's check requested. However, I then get an email wherein this company is requesting access to my bank account for my bank statements. I said I am not comfortable doing this and will send them my bank statements (redacted of course). THEN, I find out Gaines wants mortgage statements, which my husband and I refuse to provide as our personal home is fully paid for and not connected to my niece's apartment rental in any way. I am filing this complaint because I believe Gaines Investment is deceptive in its business practices and should refund my niece all her money ($50 for her application, another $50 for my co-signer application, another $100 for the initial deposit).

  Business Response

  Date: 06/07/2024

  Hello,

  We're sorry to hear your complaint and will investigate this matter further. Please note that our rental requirements are outlined in the Rental Criteria document that was signed at the time at the time you applied. However, we're sorry for any confusion or inconvenience regarding these requirements. Someone from our team will be in touch to review your concerns after further investigation. 
  
  Kind Regards, 
  
  Customer Service
  ************

  Customer Answer

  Date: 06/10/2024

  The rental requirements mentioned nothing about access to the **************** account, needing **************** statements, needing access to Guarantor's mortgage information. After all the hassle, the apartment to originally be rented to my niece was changed to a smaller apartment and company wanted more deposit money from my niece. This company needs to get their ducks in a row before requesting proof of income, employment verification....access to bank account, bank statements, mortgage information is excessive. This is a rental, not a purchase.

  Customer Answer

  Date: 06/28/2024

  I am not going to attach the redacted Lease Agreement but I am willing to withdraw my request for a refund. However, I have since found out that the Property Manager did not believe my information and asked for more of an "investigation" into the company I work for. What kind of business practices are these? After you have my social security number, my pay stubs, an email from the President of my company......Very poor business practices from a California owned company!

  Business Response

  Date: 07/25/2024

  Hi ****,
  We hate to hear you were inconvenienced or upset by our approval process. We will gladly investigate your concerns to see where we can improve our processes. Our Community Manager will be in touch soon to address any outstanding concerns you might have. We're glad to have you as a valued resident and hope to improve your experience moving forward. 
  
  Warm regards, 
  Customer Service
  ************

  Customer Answer

  Date: 07/25/2024

  I feel as though Gaines messages was simply a form letter. There was no individuality to it. Not very caring. If you really paid attention, you would know that I am NOT THE RESIDENT, but a guarantor.

  I feel violated that you required my mortgage info and you wanted access to my bank account.

  I understand you have been "burned" by past guarantors, but how do you decide which guarantors require additional research. How can it be that a great credit score and paystubs not be enough?

  I am unsure how you can rectify or validate your actions/process. Therefore, I will accept the next response from Gaines, but please double-check your "best business practices."

  ****

  Business Response

  Date: 07/25/2024

  Our apologies. Thank you for applying as a guarantor for your niece. We understand your concerns and will use your feedback to see where we can improve. 

   

  Thank you,

  Customer Service

  ************

  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:04/14/2024

  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 put initially put in a service request or my dishwasher in January 2024. Ater maintenance claim the problem was "fixed" I attempted to use the dishwasher the same day. I didn't notice a difference and honestly I don't think they even visited my apartment. I put in another request in March. I received an email stating the dishwasher needed to be replaced. that was a month ago. I haven't received any updates regarding the status of the dishwasher replacement or anything.Since this is an amenity I am paying for I expected them to do better regaridng the repair/replacement. Also I've been here since may 2023 and my air filter hasn't been changed. Air filters are supposed to be swapped out every 3months or 90days.

  Business Response

  Date: 04/14/2024

  Hi ******,

  We are so sorry to read your complaint, but thank you for reaching out. Someone from our corporate team will be in touch with you tomorrow to discuss further help to resolve your concerns.

   

  Thank you,

  -Gaines Investment Trust

• Initial Complaint

  Date:03/22/2024

  Type:Order 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 original lease end date was 12/15/23. I provided notice prior to the 60 day request per my lease agreement. The previous office manager asked that I move my lease date to 12/17/23 since they do not do move outs on certain days. I caught COVID and advised the office on 12/16/23 i had stuff in the unit still - due to covid my movers could not proceed with moving me. No request for an extended move out date - no request for a month to month lease agreement - what was understood was my lease was completed and clearly I would have move out charges for the items left in the unit. With being contagious the keys were not turned into the office. There were no directions on where to put the keys - or leave them to not pass COVID to any of the office members. I left the unit 12/16 and did not return. Received call/VM in January that an abandonment would be posted - i called and questioned why. I left the unit and know that moveout charges will apply but was told they would be mailed to me. The previous office manager canceled my written 60 days notice for no reason and put me to a month to month agreement with no indication to me. once i received the moveout charges it had extensive fees that do not apply. I went in person to talk to the previous manager and recorded our conversation she confirmed she should have told me where to put the keys and did not.. also said she would work with removing certain fees from corporate and would help set up a payment plan to make payments to satisfy what was fairly charged to me. She left and there is a new manager now that is out of the loop. Corporate as well is out of the loop and now saying I owe ********. I emailed letting her know any fees added after my lease end date is not accurate. I agree to the moveout cleaning charges and utilities for December 2023. I have reached out numerous times, called and left voicemails and still no response. I am being iced out so they can report this ridiculous amount on my credit.

  Business Response

  Date: 03/22/2024

  We are very sorry to hear of your frustrations and what sounds like less-than-ideal communication with the property level team to discuss your concerns. A representative from our **************** will be in touch with you directly next week to discuss in more detail and help to provide resolution.

  Take care,

  -Gaines Investment Trust

  Customer Answer

  Date: 03/26/2024

  never received any calls, any emails or any type of contact to resolve this issue. Just continued lies. 

  Business Response

  Date: 03/27/2024

  ************,

  A member of our executive team has messaged you directly seeking to help resolve your concerns. He will connect you with someone from our corporate staff that can assist. 

   

  Thank you,

  Gaines Investment Trust