Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Against Valet Living Dear Better Business Bureau,I am writing to formally file a complaint against Valet Living regarding their repeated failure to provide the services for which they are contracted. Despite multiple attempts to resolve this issue through phone calls and emails, no action has been taken to rectify the situation.Valet Living has consistently failed to pick up trash from our residence on the scheduled days. This issue has persisted for an extended period, and despite multiple communications to report and address the problem, there has been no improvement.I have contacted Valet Living several times through phone and email, yet I have only received vague responses, empty promises, or no reply at all. This lack of professionalism and disregard for their obligations has caused significant inconvenience for myself and other residents.I am requesting the Better Business Bureau to intervene and assist in resolving this matter. I would like Valet Living to:1.Immediately resume regular and reliable trash collection services as promised.2.Provide a clear explanation for their repeated failures.3.Offer a refund or adjustment for the period during which services were not rendered.Thank you for your time and assistance. Please let me know if you require further information or documentation to support my complaint.

  

  Business response

  01/14/2025

  We sincerely apologize for any issues you may have been experiencing. Your concerns are important to us, and we take them very seriously. To address your concerns, we have submitted a new service request. Additionally, our onsite operations management team is working alongside your property management team to develop and promptly implement a resolution. Please note that Valet Living serves as a third-party vendor for your community and does not manage individual resident accounts. Any fees or fines related to the service are determined by your Property Management. For any questions or concerns about these fees, we recommend contacting them directly.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valet Living frequently misses trash pick-up even though residents pay a monthly valet trash fee of $25. Per the St. ****** VALET TRASH ADDENDUM "Valet trash service will be provided for each resident 5 nights per week. The cost for trash collection is $25.00 per month. A container will be provided to each resident and must be used in conjunction with the valet service. Containers with bagged trash should be placed outside the front door only between the hours of 6:00pm - 8:00pm. Service will begin at 8:00pm." ************ is not being enforced resulting in trash sitting out overnight. There has been no communication from the company or the apartments indicating a disruption in service or change in schedule. Please do better. Let residents know if service will not be provided by communicating pickup schedule changes.

  

  Business response

  12/20/2024

  Thank you for reaching out regarding your Valet ************** We sincerely apologize for any issues youve encountered with collection. Our **************** team has been collaborating closely with the Operations team in your area to address the matter. According to our records, your unit is currently being tracked, and collection has been completed as scheduled. Your unit will remain on tracking to ensure continued collection. If the issue persists, please dont hesitate to contact us at ********************************** or by phone at ************. Were here to assist and greatly appreciate your patience.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ongoing problems with Valet Living for the last 6 months. It is in my lease contract that they pick up my trash 5 days a week. They have missed many pickups. I have contacted the manager of my apartment complex and the district manager with no results. I pay them ***** a month because it is already included in my rent fee. I request ***** from this company for all the times they have not picked up my trash.

  

  Business response

  01/02/2025

  We deeply apologize for the inconvenience you encountered with our services. Rest assured, we are taking swift action to resolve the issue and guarantee exceptional service moving forward. We will work closely with the Onsite Operations Leadership team and have added you to our tracking system for enhanced visibility and to ensure proper collection. If you have any further questions or concerns please reach out to us by email at ********************************** or by calling ************.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** *****, I JUST RECEIVED A DISTRUBING CALL BY YOUR EMPLOYEE ****** AT OAKCREST APARTMENTS. SHE JUST INFORMED ME THAT MY BLACK CHRSYER HAS A BROKEN WINDOW & APPRENTLY IT WAS BROKEN FROM THE INSIDEOUT. SHE ASKED ME IF I LEFT MY DOORS OPENED. I TOLD HER NO. I ASKED ******. FOR YOUR SURVEILLANCE/ CAMERA FOOTAGE. SHE TOLD ME, THAT I NEED POLICE REPORT FIRST. THIS IS AN ODD ANSWER. I AM REQUESTING FROM YOUR CORP OFFICE TO HAVE SOMEONE TO INVESTIGATE THIS. I WILL BE FILING A COMPLAINT STATE COMPLAINT AGAINST THIS APARTMENT COMPLEX. MY CAR WNDOW WAS BUSTED OUT THE NEXT DAY *****, AFTER I FILED MY LAST COMPLAINT TO OAKCREST/AKA GREYSTAR TRASH VALET SERVICE/ VALET LIVING To: ********************* <*********************>; ********************* ************************************<*********************>; Valet Living Support ***********************************

  

  Business response

  12/05/2024

  Thank you for bringing this matter to our attention. We take concerns of this nature very seriously and have engaged our Onsite Operations Leadership team to investigate further. They should be following up with you as soon as they can if they haven't done so already.

  Please rest assured that we are dedicated to upholding the highest standards of service and care. We will continue to monitor and address any issues that arise. If you have further questions or need additional assistance, please don't hesitate to reach out.

  Customer response

  12/09/2024

  SINCE YOUR VALET LIVING/ FLORIDA EMPLOYEE & PROPERTY MANAGER ****** INFORMING THEM IT'S OK DAMAGE AND BULLY TENANTS , HAS ESCALATED THIS THURSDAY NIGHT/ DEC 12TH @ 11:19 PM. WHEN THEY DEBLIBERATEY BEAT ON MY DOOR (((WHEN PICKING UP MY TRASH))),BAITING ME TO OPEN IT. MARK MY WORDS, I WILL DO WHATEVER I HAVE TO PROTECT MYSELF AT THIS POINT!!! NO ONE WILL BULLY OR TRY TO INTIMDATE ME. *****((I INTENTIONALLY EMAILED SHERIFF ******** / DEC 12TH AT 11:19 PM......ONCE THEY LEFT ME DOOR)************************* PROPERTY MANAGER ******, HAS MADE IT CRYSTAL CLEAR THAT THIS EMPLOYEE WILL CONTINUE OPERATE UNPROFESSIONAL , STREET MANNER , REGARDLESS!!!
  

  

  Business response

  01/08/2025

  We appreciate you reaching out and sharing your concerns with us. We sincerely apologize for any inconvenience this situation may have caused. Our Onsite Operations leadership team is actively collaborating with your Property Management to address and resolve the issue. Once again, we apologize for any trouble youve experienced. Your feedback is invaluable, as it helps us continuously improve. If you have further questions or concerns, please feel free to contact us at ********************************** or call ************. Thank you for your patience and understanding.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last couple nights, 11/23/24 11/24/24, Valet Living has not picked up my broken down boxes. The reason specified is boxes are not broken down. Ive lived at other properties where boxes that were broken down like the ones presented were broken down. I just moved to ***** and I am now having issues here.

  

  Business response

  12/02/2024

  Thank you for contacting Valet Living Support. We sincerely apologize for the missed collection of your items. Upon review, we found that the boxes left for pickup exceeded the allowable size for collection.
  We understand this may have caused inconvenience, and we regret not providing clearer communication about this guideline in advance. Our collection policies are designed to ensure both safety and efficiency, and we apologize for any confusion this may have caused.
  To avoid future issues, please ensure that your boxes are broken down to a manageable size. The Valet should be able to carry them under one arm during collection, with a maximum size of approximately 3 feet.
  Thank you for your understanding, and please dont hesitate to reach out to ********************************** if you have further questions or need assistance.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Valet Living for poor service, lack of responsiveness, and unfair practices in their trash valet service.I live at *************, where Valet Living provides trash valet services. Despite following all stated trash guidelines, I have experienced multiple issues, which appear to stem from Valet Living staffs unwillingness to service my apartment.Issues Unjustified Fines and Complaints-In the past three months, Valet Living has issued 7 complaints against me, each resulting in a $25 fine, despite my compliance with trash guidelines. When I requested evidence of the alleged violations, Valet Living failed to respond or provide clarification.False Notes and Complaints-The staff has left false notes about my trash but still collects it. If there were legitimate issues, they should not pick it up. This contradictory behavior suggests an attempt to create a record of complaints to remove me from the service, which is unethical and unprofessional.Discrimination Based on Location-I live at the end of a hallway, and it appears staff are unwilling to pick up trash from my location. Instead of addressing this challenge, they issue false complaints to penalize me unfairly.Unfulfilled Service Obligations-I pay $35 per month for valet trash service but am not receiving the promised value. Valet Living has failed to follow their stated policy of collecting trash the next day if it is missed.Lack of Professionalism and Communication-Despite multiple attempts to contact Valet Living directly, they remain unresponsive and unwilling to resolve these issues. Their lack of professionalism is unacceptable.Resolution Sought:Refund all unjustified $25 fines.Adhere to policies and provide equal service to all residents, regardless of location.Improve communication and provide evidence when issuing fines or ***************** staff conduct and explain the false complaints pattern. I am also open to discontinuing this service with no monthly charges

  

  Business response

  12/16/2024

  We sincerely apologize for any inconvenience you may have experienced. Please know that we take your concerns very seriously and are committed to providing the quality service you deserve. This apartment home has been on our monitoring list, and upon further review, it appears that trash pickup has been consistently occurring during the scheduled collection days and times.
  To ensure you continue to receive the service you deserve, our client services and operations teams are working closely with your community management team to address this matter promptly. A new service request has already been submitted to the management team for resolution.
  We greatly value feedback from our clients and residents as we continuously strive to deliver the highest quality service. If you have any further questions or concerns, please dont hesitate to contact us at ********************************** or ************.
  

  Customer response

  12/16/2024

   
  Complaint: 22598738
  
  I am rejecting this response because:

  Thank you for your response and for acknowledging the issues with my trash collection. I appreciate your willingness to reach out to the valets and address the situation at *********, specifically regarding my unit, F309.
  
  However, I would like to reiterate the core concerns Ive previously outlined:
  1.Unjustified Complaints: While you mention that Valet Living may still collect trash after leaving a tag for alleged observations, this process has led to unjustified fines and complaints against me. As Ive shared, I have consistently adhered to the trash guidelines, including ensuring bags are tied and boxes broken down. The photos provided confirm this.
  My trash (the black trash bags) got fines and complaints from your team while my neighbors trash (shown with the white trash bags) have not received ANY notes or fines. Your team is clearly discriminating and singling me out. 

  
  2.Contradictory Practices: If the valet team has an issue with my trash, why are they still collecting it? This creates a contradictory situation, as the fines and complaint tags seem more about creating a pattern of complaints rather than addressing actual violations.
  3.Tracking Implementation:While I understand the effort to track my unit, I want to ensure this does not lead to further unfair scrutiny or false observations. If my trash complies with Valet Livings guidelines, I expect no additional tags or complaints.
  
  
  Given the inconvenience and stress caused by these repeated issues, I would like to confirm the following resolutions:
  All unjustified fines against my unit should be removed immediately.
  Clear communication and evidence should accompany any future complaints or observations to avoid discrepancies.
  
  
  I hope this situation improves moving forward, and I appreciate your commitment to resolving the matter fairly. Please keep me updated on any further actions you take regarding the valet team at **********
  
  
  
  Sincerely,
  
  ****** ******

  

  Business response

  12/16/2024

  Thank you for reaching out again. We have reviewed the concerns regarding missed collections and violation reports. Please note that Valet Living does not issue fines for violations; any such reports are forwarded to your leasing office for further review.
  Upon checking, the missed collections were due to the trash bags not being securely knotted. This information was also indicated on the door tag left at your residence. To prevent this issue, we recommend securely double-knotting the bags to ensure nothing falls out during transport, which helps maintain a clean and debris-free community. Additionally, we suggest using 13-gallon bags to avoid overfilling or exceeding weight limits.
  If you have any further questions or would like an extra copy of the guidelines to prevent missed collections due to violations, please email us, and well be happy to provide the necessary information. Your home will remain on tracking to ensure proper communication between Valet Living and your leasing office. If youd like a copy of the photos taken, feel free to contact us at ************************************************************.
  Have a wonderful day!

  Customer response

  12/16/2024

   
  Complaint: 22598738
  
  I am rejecting this response because:

  please see photos I have emailed  ****** ********* my trash is the black trash bags and my neighbors are the white trash bags. 
  

  you left no notes/complaints on my neighbors door while mine received several complaints. Your team is not acting fairly. 
  also ****** ****** stated in her email to me on 10/29/24 that Residents should use bags from 13 g to 33g. Bags 35g+ may not be collected and could be marked as oversized or overweight.

  my bags are 30g bags. You all are moving the goal post and treating me unfairly. 
  

  my bags have been neatly tied and secured and ready for pickup so there is no reason for the complaints which subsequently have fines attached to them. 
  

  i am being targeted so that your team can create a pattern of complaints to subsequently remove me from the service and continue to get paid while not having to pick up my trash. You are scamming people. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a 12 month lease which includes a monthly charge for valet trash pick up. Since I have moved in it has been spotty at best. However, in the past 30 days it is like the employees outright refuse to do their job. We receive notifications that our trash clean up has been completed, but wake up to the trash still on our doorstep. I purchased a door camera a few weeks ago, and I have only captured an employee pick up my trash ONCE despite marking my pickup as complete; this evening included. I have no problem sending whatever evidence is needed. If your employees cannot do their job, I expect to be refunded for the month so far (minus the day where service was complete). And if your employees continue down this path, I expect to be reimbursed for valet trash pick up remaining on my lease.

  Customer response

  11/19/2024

  name has been updated

  

  Business response

  11/22/2024

  Thank you for bringing all your concerns to our attention. We are truly sorry to hear about your concerns, as this level of service falls short of our standards. Our top priority is to ensure you receive the exceptional service you deserve.
  To address this matter, a new service request has already been opened on your behalf and our Onsite Operations Leadership team is actively collaborating with your community management team to resolve the issue promptly. 
  We deeply value feedback from our clients and residents, as it helps us improve. Providing exceptional service to our residents remains our top priority. If you have any additional questions or concerns, please dont hesitate to contact us at ********************************** or call us at ************.
  Thank you for giving us the opportunity to assist you.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have lived at the property (Cavalier @ 100) since 03/31/2023 where the residents are required to pay and utilize valet trash service provided by Valet Living. I am charged $25 each month for this service which is added to my ledger along with my rental payment. I am also required to pay the city of ********** for the same service at the same property. Since residing at this property, I have made over 14 complaints to multiple property managers as well as a representative from Valet Living regarding the lack of trash pickup on the designated days for my unit and to no avail. This I believe is being done deliberately because I've witnessed multiple accounts of ********************** employees completing this same task for other units and building as they consistently skip over my unit. This is causing a major sanitary issue, not only with my neighbor but with the building itself due to a trash pile up because it is not being pickup from Sunday through Thursday as scheduled according to my lease agreement. This issue is causing flies and maggots to surround the trash area, it attracts stray animals, and the smell is overwhelming when the trash sits out there multiple days, sometimes over a week. This charge is built into my ledger so I'm being forced to pay for this service when my rental payment is due and I'm not receiving the service that was agreed upon. This is considered STEALING, and I should be refunded for every month the services aren't perform because it goes against the signed agreement with myself and the property management. I am at my wits end with this. No one at Valet Living cares what is happening which has led me to filing this complaint and the issue needs to be corrected. I have asked for a resolution multiple times and the more I complain, the less my trash is picked up as if I should deal with their poor level of service. This is completely unacceptable; a resolution needs to be reached soon because my next steps are to seek legal counsel on the matter.

  

  Business response

  11/14/2024

  Thank you for sharing your concerns with us. Were disappointed to hear about your experience and acknowledge that the service provided did not meet our usual standards. Were committed to ensuring that you, along with all our clients, receive the high-quality service you deserve. Our *************** and Operations teams are actively collaborating with your community management team to resolve this issue promptly. A new service request has been submitted to the Valet Living Onsite Operations management team, and your apartment has been permanently added to our tracking system to ensure accurate collection moving forward.
  
  Please note that any service-related fees are managed through your leasing office, so any questions about these fees should be directed to them. We greatly appreciate your feedback, as it helps us improve. If you have additional questions or concerns, please dont hesitate to reach out to us at ********************************** or by calling ************.

  Customer response

  11/17/2024

   
  Complaint: 22544560
  
  I am rejecting this response because: The issue has still not been resolved. After finally picking up the trash after 4 consecutive pickup days, here it is 11/17/2024 10:13 PM and the trash has not been picked up continuing the cycle as I have previously mentioned. As soon as a complaint has been made, that is the time they rush to do their jobs, and the same issue continues right after. No change has been made, just the same problem I've dealt with for over a year now.
  
  Sincerely,
  
  ***** ******

  

  Business response

  12/02/2024

  We sincerely apologize for the inconvenience you experienced with our company and appreciate your valuable feedback. Your business means a lot to us, and we are dedicated to improving our services. Rest assured, I have informed our management team and added your details to our tracking system to ensure your garbage is not overlooked in the future. If you experience any further concerns or have questions, please reach out to us by email at ********************************** or by phone at ************.  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with Valet Living has been a source of disappointment and frustration. Valet Living is provided by my apartment complex. On a regular basis, the workers refuse to collect garbage for almost any excuse. On October 30, I set out trash, but because the bag I used was the wrong color/size and it wasn't tied closed with a bow, the worker chose to skip me for a week. Repeated calls for assistance only resulted in excuses and promises that a supervisor would be contacted. Finally, on the seventh day, a supervisor called me. He then proceeded to verbally criticize me and complain because the bag's size and color were wrong, and I didn't tie the bag with a bow. He claimed the worker should have attempted to speak with me, but of course no contact was attempted. After listening to this supervisor chew me out, I felt I was being punished for expecting them to perform a single task. After filing this report, I am going to request immediate termination of this company. On other occasions, I have been criticized by a worker, because the lid on the can wasn't completely closed. If and when Valet Living has collected my trash, it was on a random day and time with me having to set out the trash, and hope it will be collected within a week. Regardless of how much I am paying for this service, it doesn't counter the anger and frustration from dealing with them.

  

  Business response

  11/08/2024

  Thank you for reaching out to Valet Living Support. We apologize for any inconvenience this may have caused. To assist you further, we need additional information about the community youre experiencing issues with. Please contact us at your earliest convenience at ********************************** or call ************.

  Customer response

  11/17/2024

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

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live at Xander3900 Apartments located at ************************************* We are forced to sign our Lease Agreement that includes a monthly charge of $30 for a company called Valet Living to pick op your garbage at your door step 5 days a week and no holidays. Since this Valet Living has been providing this forced upon service they have missed at least 30 smears of pick up for which each time I filed a written email complaint to the property manager. Nothing ever changes. They dont pick up and the little people get screwed over. $30 mo th 5 days a week is $1.20/day. So for every day Valet Living fails to pick up is what I consider $1.20 a day of theft of services. The apartment property management cant control this company Valet Luving and as such they run rampant doing as they please There are many many many apt complexes using this disreputable firm and Im sick of them. Someone needs to leash them in and do their job and stop robbing tenants of services.

  

  Business response

  11/06/2024

  We sincerely apologize for any inconvenience youre experiencing. Please rest assured that we take your concerns seriously and are committed to providing the service you deserve. Our team is working closely with the onsite Operations Leadership Team at Valet Living, who are actively monitoring the situation. Your home has been added to our tracking system for improved visibility and accountability. If you have any additional questions or concerns, please dont hesitate to reach out to us directly. Were here to help and can be contacted by email at ********************************** or by phone at ************.

  Customer response

  11/07/2024

   
  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,
  
  **** ******

*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. ↩