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:04/28/2025

  Type:Delivery 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 would like to file a complaint about the property management at ***********************. The management here is extremely poor, and the package handling is very chaotic.On Friday, I received a delivery that was placed in ***************** by Sunday, the package had disappeared. At around 2:40 PM on Sunday afternoon, I went to the leasing office to ask for help in locating my package or checking the security cameras. The front desk staff informed me that the cameras were turned off and there was no way to review any footage.This is not the first time I have lost a package at One Santa Fe. My friends have also experienced missing packages from *********** some cases, packages were found months later, already opened. It is obvious that these packages were taken by someone. When my friend asked to check the security footage during their incident, they were also told that there was no surveillance in the mailroom.Lobby D is a common area with frequent access by residents, delivery drivers, and food couriers. Yet, there is no extra security access control and no surveillance cameras, despite the high traffic. Moreover, the issue of missing packages happens repeatedly, not just as isolated incidents.I believe the property managements negligence has created opportunities for these thefts to happen, leading to frequent losses of residents' deliveries. Therefore, I am requesting that the property management provide me with appropriate compensation for my lost package.

  Business Response

  Date: 05/01/2025

  We are terribly sorry to hear about your lost or stolen package.  As a courtesy, our concierge delivers overflow packages to doors daily.  For your convenience, well also be sharing an email soon with best practices for package receiving.  To help prevent future issues, we kindly remind you to:  
  
  -Track all packages closely and ensure prompt retrieval.  
  -Enroll in our electronic package lockers for secure delivery.  
  -Consider adding delivery instructions (e.g., leave at door only if concealed).  
  -Contact the shipper/courier** for specific delivery requests or claims.  
  
  We sincerely apologize for any inconvenience. Please dont hesitate to reach out with questions or concerns.  

• Initial Complaint

  Date:03/17/2025

  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.

  Subject: Formal Complaint Regarding Unreturned Security Deposit Berkshire Preserve Apartments Dear *************************************************,I am writing to formally file a complaint regarding the failure of Berkshire Preserve Apartments to return my security deposit within the legally required timeframe. I vacated my apartment on January 10, 2025, fulfilling all lease obligations, and despite multiple attempts to resolve the matter, I have not received my $500 deposit.I have reached out to the property management multiple times via email and phone, and although I was repeatedly assured that the deposit would be returned, these promises have not been fulfilled. Additionally, I have not been provided with any formal notice explaining the delay or any deductions from my deposit, as required under Texas landlord-tenant laws.Had I been late on my rent, I would have been charged late fees without hesitation. However, when it comes to returning my deposit, Berkshire Preserve Apartments has shown a lack of urgency and accountability. It has now been over two months, and I still have no clear resolution or payment date.I kindly request that you review this matter and take appropriate action to ensure compliance with Texas rental laws. I would appreciate any guidance on how to proceed with recovering my deposit and holding the property management accountable for their failure to return it within the required timeframe.Please let me know if you require any additional documentation or information regarding my complaint. I look forward to your response and any steps you can take to assist in resolving this issue.Sincerely,*** **** ************** **********************************************************************

  Business Response

  Date: 03/26/2025

  This resident is receiving a full refund of his deposit.  A move out statement will be sent as well,but there are no deductions from his deposit.  His refund check was cut within the thirty-day deadline, but was inadvertently sent to the incorrect address.  A new check has been issued, and the correct address has been confirmed.  The check is being sent via ***************, and we anticipate the resident will receive it by March 31, 2025.  

• Initial Complaint

  Date:01/14/2025

  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 Nov 15. Its now Jan 14. I still have not received my deposit back. When I email asking where and when I will receive it. Replied with excuses, and rude comments about having respect ?!This comes after a very disappointing time of continued issues of a neighbor having a dog locked up in a kennel all day behind my bedroom wall. And its screaming all day and at times night. My numerous attempts to have the situation looked into fell short. Even the day I was moving. After I reminded the rude Managment about the dog, it was still screaming through the walls. Besides all that. The fact is my deposit is more than over due to have been paid to me.

  Business Response

  Date: 01/14/2025

  Past resident broke her lease early, she gave her 30 day written notice on 11.01.24 to move out on 11.30.24, the resident emailed stating that she moved out on 11.15.24, but that she still had furniture inside the apartment that the ************** was going to come and pick up, due to this we did not move her out until her actual move out date of 11.30.24. She emailed a forwarding address on 11.17.24, but then emailed us again a month later on 12.17.24 requesting that we change the forwarding address. The *** completed the ** on 12.18.24 with the correct address, and sent to AP, due to the holidays and vacation periods it was being sent out late, the *** sent a request to our ************* on 01.14.25 asking to expedite the payment via ****** AP honored our request, past resident should have her refund check in the amount of $415.61 tomorrow 01.15.25 or at the very latest Thursday 01.16.25.  See emails for back up as well as a copy of her move out statement. 

• Initial Complaint

  Date:12/16/2024

  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.

  On June 27, I moved into Reveal at ******* in ******* ***** excited to move by the water. I moved into a unit that had 4 air-conditioning units by bedroom windows. A entrance door by the head of my bed that has been not working properly since I've lived here, so I listen to the door being kicked, hit and prayed open through the night, not to mention I live on the first floor where its a ***** infestation and I haven't slept peacefully since I moved in. My main issue is not having a functional dryer, taking over 5 cycles to wash a load of clothes, also making several loud noises throught out the dryer cycle as if its off track. After over 5 request to fix it, I have only seen maintenance come in my apt once, they checked the airway and stated that it was blocked and closed request. They did not check the dryer any further problems such as drying properly or getting hot and after I am continued to place maintenance request. Maintenance returned again to find dryer damaged but stated management will not let them replace it. Very disappointed and disturbing living here. Dryer still not working

  Business Response

  Date: 01/06/2025

  Ms. **** I do see that the work order was addressed on December 17, 2024, and the new dryer has been successfully installed. Please dont hesitate to reach out if you encounter any further issues or if theres anything else we can assist you with. We are here to help.

• Initial Complaint

  Date:11/29/2024

  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.

  This is an extremely long story and I do not have time to put it all here but its so much worse and deeper than Im going to type. I tried to make contact in all forms of communication, email, phone, Instagram, ********, and ******** with zero response! The apartment forces us to use Bilt to pay rent, I paid on the first which was a Friday, payments don't process over the weekend and on Monday it was declined. I reached out to the apartment manager with no reply. Bilt site wasn't working which on Tuesday after going to the office in person I showed the manager who point blank said "I do not care, not my problem". We were charged nearly a $300 late fee and the notice to vacate process was started. Also the notice stated we can text to pay but left no number, when I asked what the number was the apartment manager said "I do not know what you are talking about". Now our account is flagged and her actions and DISGUSTING attitude towards us is unjust. I demand an apology, a refund of $300, and for corporate to reach out so I can discuss the managers inappropriate behaviors. My aunt is an attorney and we are seeking legal action if we get no response.

  Business Response

  Date: 12/02/2024

  This current resident spoke to previous manager in regard to her account. This is now the 5th time the resident has paid late since residency and is aware of the late charges that equal 10% of the rental amount. Payment was made 8/1/2024 and returned 8/6/2024 where the *** fee of $100.00 was also applied to her ledger per her lease contract. This was also the second time this resident has acquired an *** fee. (April 2024). A copy of her ledger and lease may be provided if needed. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22617039
  
  I am rejecting this response because: the businesse response is FALSE! Definitely will be seeking legal action now. We have been late one time before when our account overdrawn and the manager reached out and was paid the same day and we paid that day with no problems. Saying the 5th time is a straight up LIE. In this situation the **** site was not working. I have screenshots proving it, it stated "this community is not accepting payments at this time". It's also unacceptable that I have to go through BBB just to get a response from you.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/02/2024

  We apologize that you feel the issue went unattended or was not handled to your expectation. Fortunately there is a new property manager on site Monday through Friday that is able to review your concerns regarding the alleged wrongful charges. I have provided her email below where she may also be reached should you not be able to make it to the office. ******* ******, Email: *************************************** We hope to be able to resolve your concerns as best we can.

• Initial Complaint

  Date:11/13/2024

  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.

  Hello *******,I hope this message finds you well. I am reaching out following my recent move into one of the Berkshire communities, where I have encountered persistent issues with my shower that remain unresolved since October 18th.Before I moved in, I raised concerns about the shower not working properly, and the leasing agent assured me the issue would be addressed. Unfortunately, upon moving in, I found that only superficial caulking had been applied, and no substantive repair had been made. Although the technician admitted in front of the leasing team that a new faucet was necessary, this replacement was not prioritized, and subsequent attempts to resolve the issue revealed unsecured pipes behind the wall. While a temporary worker did replace the faucet, the water pressure issue remains, and the faucet itself is still unstable, posing a safety concern.After communicating my concerns to the property manager, I was informed that someone would be out to resolve the problem first thing in the morning. However, I was later told that an emergency required all five maintenance workers, delaying the resolution of my shower issues further. I recognize the importance of emergencies; however, allocating all maintenance resources to a single task leaves significant resident needs unmet and does not seem like an efficient use of the communitys resources.I am hopeful that with your assistance, this matter can be resolved promptly, allowing me to maintain proper hygiene and enjoy a fully functioning unit. Thank you for your time and understanding.

  Business Response

  Date: 11/15/2024

  Thank you for bringing your concerns to our attention. We apologize for the inconvenience you experienced regarding your shower and appreciate your patience as we worked to resolve the issue.
  
  I want to provide an update on the actions taken to address your concerns:
  
  On 11/12, our team attempted to address the issue but noted that entry was refused.
  
  On 11/13, we inspected the tub spout and water pressure, and acknowledged your concerns regarding the stability of the spout. To address this, spray foam was applied to secure the pipes, and we allowed the foam time to cure before returning to finalize the work.
  
  On 11/14, at 8:05 AM, we began the necessary repairs which was finished the same day, including installing a new tub spout and showerhead. The maintenance supervisor demonstrated the improvements to you, and you confirmed your satisfaction with the water pressure and stability of the faucet at that time.
  
  It is always our priority to ensure that our residents are comfortable and have fully functioning amenities in their homes. If you have any further concerns or notice additional issues, please do not hesitate to contact us directly.
  
  Thank you for allowing us the opportunity to resolve this matter.
  
  Best regards,

• Initial Complaint

  Date:10/23/2024

  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 property is openly discriminating against people of color, both residents and employees. The supervisor ******* **** has been cause stealing from residents misrepresenting himself as the general manager in order to take payments for breaking leases. He has also been caught on camera numerous times using racial slurs while in the residents unit, about the resident. The general manager ****** has on numerous occasions swept these things under the rug but instead blames the residents for his behavior. The whole chain of command even up to the regional manager are all close friends, have been in each others weddings so when you complain to the higher *** there is never a response; instead the retaliate against the person reporting the problem both employees and the residents. This is a horrible company specifically the location named sawmill village apartments in ******** **** near the ****** area.

  Business Response

  Date: 10/30/2024

  Hi *****, thank you for making us aware of your concerns.We take all resident and employee concerns seriously as there is nothing more important to us than preserving your well-being and comfort at our communities.  Please contact us at ************************************** so we can discuss this further and assist you in any way possible.  
  

• Initial Complaint

  Date:10/16/2024

  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.

  We have been having difficulty getting our landlord to respond to maintenance requests. Our first request was on 6/12/24 and that took well into September to get fixed because of communication between the office and maintenance. Our second issue arose on 10/2/2024 where a request was filed for pest control. The ticket was closed out and stated someone would be here on 10/9. No one ever showed up or called to let us know anything. October 9, 2024 was the second request. Again, the ticket was closed saying someone would be here today 10/16. As of the time Im sending this complaint, no one has been here.Weve tried dealing with the property manager but she hasnt been any help at all. It feels like this is a retaliation for my previous , complaints, comments and posting reviews.

  Business Response

  Date: 10/21/2024

  This customer has a signed lease contract with ******************** at The Rim.  In regard to maintenance requests, Berkshire at The Rim received a request on 6/12/2024 for leak in master closet.  Berkshire employee responded to the request on 6/14/2024 and found a small stain that was dry but could have possibly been a stain from water.  We notified the resident that we would contract a roofer to check for a roof leak.  Berkshire at the Rim has a transferred roof warranty (from the prior property owner) with ***** ********, who was contacted to inspect and fix any found deficiencies.  Berkshire has a process in which vendors are vetted and approved to conduct work on our properties.  Berkshire at ******* was following the proper procedures to get approval for *************************** to conduct work.  Berkshire was not negligent in responding to the resident and following the required steps to procure work. 
  On 8/1/2024, the resident notified Berkshire at The Rim that the stain appeared to be getting larger.  Berkshire at the Rim responded on 8/2/2024 to find again, a small dry stain.  Our maintenance cut open the sheetrock area and treated with micro-biocide as per company protocol.  The area was left open to assure it was fully dry before contracting out CCS to tape, float and texture the area.  Instead of continuing to wait for vendor approval of ************************************************* contracted out ***** Restoration to locate and repair the minor roof leak.  ***** Restoration was able to come out to tend to the roof repair on 9/17/2024 and CCS completed the interior repair later that day on 9/17/2024. 
  Berkshire at The Rim was at the mercy of its contractors to complete the work.  It is customary to wait until roof repairs are completed before executing interior repairs.
  In regard to Pest Control, Berkshire contracts those services with Eco Team Pest Control.  We did receive a request on 10/2/2024 and another on 10/9/2024.  Eco Team  fulfilled the request on 10/16/2024.  Again, Berkshire is not certified to handle pest control chemicals in-house, and so those requests are contracted out with our vendor partners. 
  Berkshire at The Rim has not been negligent and has fulfilled its contractual obligations to our resident.  We offered a $150 concession in good faith for the inconvenience these repairs may have caused. 

• Initial Complaint

  Date:09/24/2024

  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 a real estate agent in *****. I escorted my client to view the units at Berkshire ***** Forest at the end of May. I had never done an apartment lease before, so I called and verified everything they needed from me to get paid, which email I was supposed to send the invoice too, etc. I sent the invoice on June 15, 2024 after my client moved in on June 8, 2024 to the email that the leasing agent told me to send the invoice to *************************************************************** I followed up two weeks later to confirm that the invoice was received, at the same email, and they confirmed. I was under the impression that it took 2-3 months for an invoice to pay out. I followed up with my brokerage to see if they had received a check from the complex and they said no. I reached out to the complex via email September 18th. They didn't respond so I called them on the 21st. The leasing agent confirmed again that ************************************************************** was the email I should've sent it to and that the manager would be back early the next week to talk to because the leasing agent couldn't help me any further.The property manager has now emailed me saying the invoice was incorrect because it only stated 50% of $1150 and that I had sent it to the wrong email. The invoice template was provided to me by my brokerage, I verified with the leasing agent that the info was correct and when Berkshire confirmed receipt they didn't inform me of this issue. I sent an updated invoice stating that the amount due was $575 and the manager has confirmed that it has now, after 3 months, been sent to processing. It seems to me that the complex is trying to deny locators their commission, in an extremely dishonest way. Commission shouldn't be advertised if they are going to try and avoid paying it.

  Business Response

  Date: 09/25/2024

  The locator was sending the invoice over to the property email and I did not receive it until the property sent the invoice over to my email for processing on 9/18/24. I was on vacation at this time and did not open the email with the invoice until I returned on 9/24/24. Once I saw that the total was incorrect on the invoice, I asked the locator to update the amount to reflect the total amount due of $575, so the processing would not be held up further. He stated the invoice was sent over to the team and they stated the invoice was correct. Unfortunately, the team does not process the invoices and are not trained on our payment processing software. The locator eventually ended up sending over the correct invoice and it was sent off for processing yesterday on 9/24/24. As soon as the invoice was received by me, it was taken care of in one day. 

• Initial Complaint

  Date:09/14/2024

  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.

  The leasing office has not responded to any of my requests, so I am submitting a complaint. I received my renewal letter on July 30th, 2024, and was informed that I must request a Notice to Vacate form via email or in person if I am not renewing my lease. Attempt #1: I requested the Notice to Vacate form via email on August 31st and received no response, and I submitted a message via the residential portal.Attempt #2: I requested the Notice to Vacate form via email on August 8th and received no response.Attempt #3: I called the leasing office requesting the Notice to Vacate form but never received it.Attempt #4: I requested the Notice to Vacate form via email on August 25th and received no response.After calling the corporate office, I received August 26th I received the following email: "We received a message that you were attempting to receive the official Notice to Vacate Form from our office recently. We apologize for any delay with this; and have been able to attach it to this email for you to complete at your earliest convenience. Since your current lease expires on 10/17/2024, it would be greatly appreciated if you may please return this to us by today in order for us to make a one-time exception and back date your Notice date to August 17th, 2024. Please note that after today, we will, unfortunately, have to document receiving your Notice to Vacate date on the actual date in begin the 60-Day Notice period from that time. We thank you for your residency and look forward to receiving your official 60-day Notice to Vacate shortly.I submitted the necessary form, but since then, I have not received confirmation that my form was approved, and my statement for October is not prorated. I called the leasing office on September 10th to ask for a status update. I was told they were unable to provide one and that I would have to call again. Since then, I have not received any updates, hindering my ability to finalize moving arrangements.

  Business Response

  Date: 09/16/2024

  Hello, thank you so much for your notification. We apologize for the inconvenience; however, we may confirm that the Notice to Vacate for *************** in unit #*** located at the Villages of ********** apartments has been successfully received with the scheduled move out date of 10/17/2024. We wish you a great day.

  Customer Answer

  Date: 09/17/2024

  I have finally received the conformations. It is very unfortunate that in this case, and several previous cases, have had to invest so much time in order to have my basic needs as a resident to be met. It is obvious that this business does have proper training and proactive measure in place to their employees, and I will not be recommending anyone to consider any properties.