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:09/09/2024

  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.

  This apartment complex was an absolute nightmare to deal with. Filled with lies and false promises. They were very shady and trying to rent an apartment to us. We paid all deposits and application fees, but never did go through with renting the apartment due to their lies and shadiness. We have been waiting for the refund for months now only to have no contact information. No phone numbers, and no resolution to this issue yet. After months of dealing with them in ***** we finally received a check which had three names listed as the payee and is not able to be cashed. we are unable to cash this check as is. We reached back out and are hoping to get this resolved **** but after waiting so long, we needed to file this dispute. It is Such an inconvenience to have to deal with this, just trying to get back our refund check .

  Business Response

  Date: 09/18/2024

  We sincerely apologize for any delays in receiving your refund check, and thank you for speaking with our Lantower Centralized Business Team regarding these concerns.  It is standard practice to return the security deposit to all lease holders to ensure payment is received by all parties, however we do wish to work with you in any way possible to ensure your refund can be collected. We are pleased to hear that you were able to successfully deposit the check at your bank. Again, we apologize for any delays in the initial delivery of the payment. Please let us know if we can help assist any further.
  
  Sincerely,
  **** ******
  Regional Manager

• Initial Complaint

  Date:02/15/2024

  Type:Order 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 Integra Junction (Panther Properties) in August of 2017. In 2018, the property was acquired by Lantower Properties. I moved out on January 28, 2024 due to unsatisfaction with management and the property. I received a "final bill" from Lantower Asturia amounting to $1,055.55. I disputed the final bill as I lived in the complex for 6.5 years and carpet removal/cleaning was a product of normal wear and tear. Lantower removed the fee for carpeting removal and issued a bill for $319.50.Upon requesting what happened to my deposit, which should have been used to cover any cleaning fees/final bills, the complex stated they did not have any record. My bill states I moved in on 8/17/17, yet they do not have a copy of my initial lease and deposit.Lantower is saying because they do not have it, it does not exist. They are still insisting that I owe money. I am disgusted by their irresponsible record keeping and unprofessionalism in their emails.I understand that I may not be able to get my deposit back as they have purged my 2017 lease from the online portal and I do not recall the amount after 6.5 years. I have certainly learned my ****** on trusting online systems for record keeping. However, I am looking for them to remove the final bill of $319.50 as they cannot find my information and pay me what is due.

  Business Response

  Date: 03/06/2024

  Hi ****,
  
  Thank you for speaking with me on 2/20/2024 regarding these concerns. The original payments made when you moved in with the prior management company did not include a refundable deposit. I am pleased we were able to confirm the details and final charges on your account by reviewing your resident ledger provided to you. We apologize for any confusion on the final billing process from our end. Please let me know if we can help assist any further.
  
  Sincerely,
  *********************
  Regional Manager

  Customer Answer

  Date: 03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Thank you to ********************* for addressing my concerns regarding the outstanding balance. While my initial response has been resolved, I would like it to be known that Lantower Asturia continues to have improper record keeping. I paid my outstanding balance on 3/1/2024, yet received an email on 3/4/2024 stating I still owed money. I emailed my receipt to **************** and she was able to correct this error. Central Finance stated they made a note I would pay Lantower Asturia directly despite emailing me with communication to go through *********.

  It is my hope that Lantower Asturia take action to improve their communication and record keeping so that other residents do not have to go through the same difficulties as me. Again, a huge thank you to ********************* for being so helpful and professional through this process.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/26/2024

  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.

  We moved out back on September 15, 2023 and have contacted and have sent multiple emails and we have not yet received our deposit money or heard back from anyone about this matter. We dont know what else to do. This is ridiculous, it has been 4 months and no one has contacted us about this matter. We need out deposit back, just like when we moved in and you guys needed that deposit.

  Business Response

  Date: 02/04/2024

  We are in receipt of your concerns regarding the timeliness of the deposit refund owed to you. After further research, we found an address listed upon the Notice to Vacate forwarding address you gave us on 8/9/2023 and an updated forwarding address provided by the listed primary lease holder on your account on 9/2/*********** this may have contributed to the confusion in mailing address in which your deposit refund was sent, we sincerely apologize for the miscommunication and are committed to a resolution in this matter. Thank you for confirming the correct address with our onsite representative on 1/30/24. We are having the deposit refund processed expeditiously. Payment can be expected on or before 2/6/2024.

• Initial Complaint

  Date:11/16/2022

  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.

  My leased is up in January 2023. I have already brought to their attention my rent went up only $30.00 last renewal and now it is raised over $100.00. I also stated I do not use their "Fetch" mail delivery amenity because it is unnecessary and wished to be opted out. I was given renewal rates that expired on November 14, 2022. I selected my rate on November 13, 2022 at 3:50pm. I was sent an additional email on November 14th from the property manager stating I needed to complete the pet screening. I completed around 7:30pm on November 14th. The next day I was inquiring about the $1,000.00 off offer and was told that since I completed the items "after hours" and since they did not receive the pet screening (which was an after the fact provision of the rental renewal and was given less than 24 hours to review with no phone call or announcement given through the resident portal) my agreement was null and void and I was given new renewal rates of $1520.00 which is now over $300.00 more than my current rate. None of the paperwork or emails stated the information needed to be submitted during "business hours." The general manager ******** is refusing to honor the agreed upon amount. I have called corporate and now filing a complaint. At this time, I am now requesting my rent remain the same current rate, I am not charged for the unused Fetch Amenity and I am able to maintain my residency for an additional 13 months.

  Business Response

  Date: 11/16/2022

  Good Afternoon,

  *********************** was given her original offer letter on October 25, 2022 with a special rate if fully renewed within 20 days, which fell on November 14, 2022.  The offer letter also included the required items needed to be completed by November 14, 2022.  ****** accepted her offer on November 13, 2022. I e-mailed her on November 14, 2022 informing we still needed ************ registration completed so we could send her the lease to sign.  ****** did not register ************ until November 15, 2022 therefore the offer expired.  The offer acceptance letter she received on November 13, ************************************************************* the offer would still expire and the rate would increase.  Due to Fair Housing Laws we must be fair and equal to all residents.  All residents who have not completed all items required previously have not been able to keep the expired offer, so it would not be fair to them to allow ****** to keep the original offer when she did not complete the requirements.  All requirements were given 20 days in advance.  Rate increases vary year over year and we can never guarantee a specific dollar amount increase.  She was made aware that if she did not choose a new offer and renew and did not give a 60 day written notice to vacate her lease would go on MTM status.  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18409314
  
  I am rejecting this response because: I chose the desired amount and time frame as indicated on the form and it was before the expiration date. I did not receive proper notice of the "additional" items that needed to be completed in order to accurately meet the rent selection deadline and once the item was given to me it was given to me by my personal email only. Like many individuals, I work long hours and I do not have access to my personal email at all times. I received no notification either via text, phone call or the resident portal. Once I completed the pet screen, I click the submit" button immediately the evening when I returned home. The office then claimed they never received the completed pet screening and since it was done "after hours", my offers were expired and increased by approximately 30%. As indicated in the emails, I submitted the pet screening an additional two times, while informing the office at the same time of the situation, before their office received it. I was even mistaken for another resident, and was told to change/update my profile to match. This indicates the management's system is inaccurate and cannot accurately keep track of resident's information. I selected the desired amount within the deadline and this amount should be honored.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/28/2022

  After careful internal review of the situation and timeline of events, we have decided to move forward with honoring the original renewal rate offered on 10/25/22. We will be sending out a revised renewal lease agreement for you to sign. We can make this offer valid until 12/5/22 to select, as your apartment home was recently put on the market to re-rent. We appreciate your tenancy and look forward to continuing to provide you with a high level of customer service.

  Customer Answer

  Date: 11/28/2022

   
  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,
  
  ***********************