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:04/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to pay rent but they locked out from making payments and I dont know what to do

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 2 years of being a loyal resident with this complex I was unfortunate to deal with a horrible smell for about a week. After I found the root of the smell. A thick, yellow, and nasty substance that is the exact same as skunk **** in the back of my air conditioner. I was very happy to find what the bad smell was until I spoke to the first Manager in the leasing office. She kept stopping me in-between my explanation, and trying to make it short, but after dealing with the smell for a week I was extremely frustrated. At the end she sais " I don't have an hour for you." Now after working in multiple businesses my self my understanding is customer is always right not once was she understanding nor did she try to resolve my problem. Again after two years of never having problems with them not helping me really felt like I had been slaped in the face. After i was sent away without a solution, nor plan for it to be looked at. I was able to have the property manager roll on by on the complex golf cart. After just a few words i got the "well what do you want me to do i really dont have time to come in and take a look" litterly being not more than 10 steps from what I needed her to see at this point ready to blow up I was in wonder what kind of person running a business would allow for that person to remain in their home with animal urine being spread around in the air conditioner with every single particle. I'm sure a new air conditioner unit is way cheaper than the lawsuits this exposure is at a potential to cause. I'm sure they will have time when they have to explane to the many investors that give their money to better the community why they didn't help such a hazardous situation, and why they allowed for it to go as far as as a lawsuit. Just a thought. I'm still left with no solution nor a follow up, and mentally exhausted. Hopefully it won't be to long before someone that is important enough reads this, and will be able to help me. ??

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the process of working with attorney to file LARGE lawsuit with this place! And have since been evicted after I posted this review on ******* ****** is terrible and maintenance is worse. Been working on getting things fixed for YEARS (lived from 12/2020-09/2023) and I have mold exposure (in medical my files too). Youll never get anything fixed. I have tons of pictures from laundry room across the hall from my apartment. Ever since they took them out, mold has been growing in my apartment. I couldnt even shower right because they never fix my water. It goes from boiling hot to ice cold fluctuating constantly between both. You gotta take a bath to actually get clean its sad. My upstairs neighbor is extremely heavy set and she fell or dropped something in her apartment and broke my window. My mom cut her hand bad on the glass. *** been telling them for years to fix the window because it shakes bad when they walk and party upstairs. They do nothing to make it a pleasant experience. There has been so many shootings since Ive been living here. Theres even bullet holes in my building! And to the person responding to these ratings, do not tell me to call or that you want to help! Ive been dealing with this for YEARS! YALL DO NOTHING TO RESOLVE ISSUES! Ive called, emailed, requested call backs and even go to the office. Yall are terrible and you know it! I will be taking it to court, news, health department, and anywhere else. You raised my rent when I renewed and your negligence just got even worse! I was even told by employees how they get treated bad. You tell us to call you but the number doesnt even go to the office staff. It goes to a call center and they relay messages. Can never get in contact with an actual person here and if you ask for a call back they never call lol. Now they want to put the amount I withheld on my credit. After everything I went through they should actually owe me money! I am not going to stop until they pay! There more mold too!

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting this month, Ivy Crossing apartments has gone to a new rent payment portal called Bilt. First, this site wants you to open a credit card account through them to pay your rent. I didn't want to do that. I entered my debit card information, and was advised that they no longer take ***** the most common debit card in the world. Then, I attempted to connect my bank account with BOK Financial. The website would also not let me connect this account. I shouldn't have to open a credit card or a new bank account to pay my rent. I have lived here since April 2023 and cannot wait to leave. I would break my lease if I could. They also towed my car this week which cost me $400 due to a typo on my part with my license plate, they dont bother to check the **** I will assume they are getting a kick back if you open a new credit card just to not get evicted. I have emailed as well as left a message for the leasing office knowing that if my rent isnt paid today they will be putting an eviction notice on my door.

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The management of this building routinely ignores issues raised by the residents. The buildings are all in disrepair, with partially looted and broken washers and dryers in the laundry rooms. There is a drug den in one of the laundry rooms, with individuals regularly doing hard drugs in an area accessible to children. My laundry was stolen, and the management stated that if I posted a notice requesting the return of my clothes, it would be removed by staff. I suspect that the staff itself is stealing from the residents. I have tried to complain multiple times and seek some kind of resolution for the rampant crime and disrepair at the location, but the ************ me as a nuisance and goes about their business of selling apartments that they have no intention to maintain or manage. I do not feel safe at this location.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have put in several maintenance requests to fix our AC unit and it still hasnt been done. It has been over a month since we first contacted them. I have health issues and we cant handle being at home right now because its the middle of summer.

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a 14 year resident, and have voiced my complaint about the noise & loud music coming from the tenant below me. Recently, 9/30/2022 this same tenant had an argument with her ex, waking everyone up. I found her ex camped out on the stairs in front of my unit. After having ACSO make contact with him, they referred me to "Ivy Crossing" property management regarding the loud music. This has been an ongoing problem since the tenant moved in, with no resolution. I don't think it's fair we all sign a "Community Addendum" barring noises, loud music, etc, yet this tenant continues violating this terms of this addendum, and management refuses to followup.

• Initial Complaint

  Date:07/14/2022

  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.

  We have requested repairs twice and once as a high priority. It is over 100 degrees in our 3rd floor apartment and they have ignored our requests to fix our air conditioner for weeks now even when the temperature outside was over 105. We have explained to them that we fear for our pets life but they have not responded at all.

  Customer Answer

  Date: 08/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My now-wife and I signed a lease at Ivy Crossing Apartments in July of 2021 and lived there for a year. Part of the lease was pet rent on a cat that belonged to my wife. We signed the lease before we were married and since our wedding was in September, my wife had not moved into our apartment with her cat yet. Before we got married, her cat had to be euthanized for health issues (she was very old). We contacted Ivy Crossing management informing them that we did not have a pet any longer and wished to no longer pay pet rent. A walk-through of the apartment was scheduled. Management did the walk through when I was out from the apartment and we ceased getting the pet rent charges. We thought it had been taken care of, but management neglected to fill out any paperwork amending our lease. We were wholly unaware of this until our complex changed management companies. We learned that the paperwork had never been filed when our new management company added nearly $400 to our next month's rent. There was no explanation or communication, just a generic 30-day notice of eviction if we did not pay the full (and incorrect/wrongful) amount of our normal rent plus the extra nearly $400. We refused and our management company demanded a death certificate for my wife's cat. We managed to contact the vet and get the euthanasia records. We sent this to our complex and they claimed that they would remove the charges after corporate management okayed it. This happened in the beginning of May. These charges have still not been removed and we've been slapped with extra charges on this last month's rent (July). It is our last month of rent and they didn't even prorate the amount, despite our lease being up on July 19th. Additionally, there was a wrongful late charge despite senior management (******************************* and *************************) falsely promising us that there would be no late charges until the pet rent fees had been removed. Ivy Crossing management is criminally incompetent and lazy.

• Initial Complaint

  Date:06/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Need help with resolving my rent payment history currently the apartments is trying to charge me for attorneys fees but I have gotten approved for assistance with ******* County they are going to pay any and all back current and future payments I feel that they are trying to add on charges just to get more out of the balance I advise I paid April the bank reverse that I advised it was a good payment they canceled the claim payment stayed with the apartments but they're trying to charge me again for the month of April this was all completed in the month of May but it is still listed in my account please assist with getting my billing issue corrected and understanding with the leasing office they are very rude and I think they discriminate against me for what reason I'm not sure this is a pretty different area so there's a lot of different people here so I'm not understanding why for a whole year I have had a problem with this leasing office I also have roaches that I've been trying to get rid of they fill that I either have to deal with it or move carpet was not clean when I moved in no new paint mold in the bathroom apartment wasn't cleaned and every time I have a complaint it's like they don't want to hear it they just want the rent money and that's it so I'm needing assistance of getting this taken care of so my account can be current and I can figure out if I'm going to renew the lease or not the problem is my deadline is June 23rd and it is June 22nd I've been trying to resolve this with him but have not been getting a call back or any follow-up of any kind if you can please assist with this I really appreciate it

  Business Response

  Date: 07/01/2022

  Hello there, 

   

  The notification and/or payment for rental assistance was received after the demand for rent or possession expired thus you are subject to all fees associated with late rent payment. 

  Regarding your maintenance concerns, our records indicate that the maintenance team has addressed all submitted service requested with only 1 repeat visit.

  Please contact the office directly, or submit a service request via the resident portal if there are any maintenance issues that need to be addressed. 

  Thank you, 

   

  *******************
  Ivy Crossing Apartments
  ***************
  
  P ************
  ******************