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:02/15/2025

  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.

  Lantower Waverly is supposed to provide a functional washer and dryer per our rental agreement. We have had a half functioning washer for over 6 months despite begging for a new one. They have replaced every part of the machine (some parts multiple times) and it continues to not function properly and break on a regular basis. It has destroyed our clothes and weve had to go weeks at a time without a working washing machine while waiting on parts. Weve also had to pay to have our laundry washed elsewhere. They refuse to buy a new machine despite this one being clearly at the end of its life and take their time repairing it when it breaks. I should have functioning appliances per our rental agreement.

  Business Response

  Date: 02/17/2025

  Dear Lilliah,
  

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the ongoing frustration with your washer and understand how inconvenient this has been for you. Your comfort and satisfaction are very important to us, and we truly appreciate your patience as we've worked through multiple repair attempts.
  

  We want to assure you that we have ordered a replacement washer and will have it installed as soon as it arrives. We will keep you updated on the expected delivery timeframe and schedule the installation at your earliest convenience.
  

  Please dont hesitate to reach out if you have any additional questions or concerns in the meantime. We appreciate you being a part of our community and look forward to resolving this for you soon.
  

  Best regards,

  Lantower Waverly Team 

  Customer Answer

  Date: 02/18/2025

   
  I am rejecting this response because:
  Lantower had emailed me saying they are going to replace the washing machine but are charging me for the last part they replaced that broke within 24 hours. This part was clearly faulty and Im shocked they are asking for me to pay for it. I refuse to pay for this so I wasnt sure how to proceed with this complaint. 

  They came unannounced yesterday and replaced the washing machine but despite many emails they are refusing to remove the charge for the faulty part from my account. 

  
  

  Business Response

  Date: 02/19/2025

  As of 2/17/2025 Lantower Waverly has replaced the washer in question. We are attaching a complete service request for documentation. 

  Customer Answer

  Date: 02/20/2025

   
  I am rejecting this response because:
  

  Yes, they did replace it but I dont see any mention in the recent communication of the charge on my account. 

  
  

  Business Response

  Date: 02/21/2025

   

  Upon receiving the request for a washer replacement, our Service Team thoroughly assessed the existing appliance. The washer was found to be fully functional, with the only necessary repair being the replacement of the agitator. A new agitator was installed, resolving the issue. However, the agitator failed within 24 hours, which is highly uncommon based on our Service Teams experience with similar repairs. Given this unusual circumstance, we replaced the agitator once more to ensure continued functionality and we main this functional washer in our inventory.
  

  Lantower has incurred a cost for the replacement part, as evidenced by the attached invoice, and we believe the charge for the agitator is valid. 

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service 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 lived in this apartment for one year and renewed our lease for another year. we have been consistently charged over the amount agreed upon in our lease. One example we are getting charged $25 for valet trash plus another $15 each month. our lease states that valet trash is $28. I have emailed the apartment multiple times and receive no response on why the fees are much higher every month. We also we were required to sign a paper in our lease for rent plus. signing was not optional and bound us to a monthly payment for rent plus. paper started that rent plus was optional. This was cancelled in july and we are still being charged for it. Screenshots will be attached.

  Business Response

  Date: 09/05/2024

  Dear ******,
  
  We appreciate your inquiry regarding your lease charges, utility amounts, and the Rent Plus account.
  
  Please consult pages ***** of your lease agreement for a breakdown of the utility charges. Specifically, 1d) Trash covers any non-Valet Trash collected items such as dumpsters, cardboard, and recycle services, while 1k) represents a $25 charge for Valet Trash, specifically for door-to-door pick up service. Should you observe any discrepancies in the invoiced amounts, we recommend direct communication with Conservice at www.utilitiesinfo.com or **************.
  
  Should you intend to opt out of Rent Plus, it necessitates direct contact for any adjustments or credits. Kindly reach them via email at ******************** or by phone at ************. Please bear in mind that individual leaseholders must carry out the opt-out process, as each account is treated separately.
  
  Should you require further clarification or assistance, please feel free to get in touch.
  
  Thank you.

  Customer Answer

  Date: 09/05/2024

   
  I am rejecting this response because: i am charged directly by you for valet trash. lease agreements states $25 but i am charged $25 + $15 per month. if i am paying you directly, i should be able to get an answer about why i am being charged $40 per month for valet trash. also my address is included in the picture of the lease and do no appreciate that information being shared. 
  
  

  Business Response

  Date: 09/05/2024

  Hello ******,
  

  Thank you for your feedback. Id like to clarify the utility addendum, as it seems there may be some misunderstanding. Under Point 13 of the addendum, weve outlined all charges applicable to residents this includes all trash related charges. 
  

  Please review this section thoroughly and let us know if you have any questions or need further clarification. Additionally, the BBB requires us to provide evidence just as you have done in your initial claim.
  

  Looking forward to resolving this matter.

  Customer Answer

  Date: 09/05/2024

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

   

  I believe what you are trying to say is that we are charged $74 plus $25 for trash plus billed trash expense. in the future the leasing office should disclose these fees instead of leading tenants to believe the only addition charge on their rent will be the lifestyle fee. you people are very misleading and hide these fees. we were never told we would be charged more than $74. 
  
  Thank you. 

  
  

• Initial Complaint

  Date:10/19/2023

  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.

  I moved into Lantower Waverly in June of 2022. In December of 2022, I began noticing the dumpster located within feet of my apartment, was getting emptied in the middle of the night between the hours of 1 a.m. and 5 a.m. Upon noticing this disturbance I immediately emailed ***************************, one of the leasing managers, about this issue as it was constantly interrupting our sleep. For months on end, the leasing office kept telling me they were trying to get the situation fixed as multiple other residents in my building had been complaining as well. When it came time to renew my lease ***** informed me that the dumpster solution was solved and that I would not need to worry about it anymore therefore we trusted him and re-signed the lease. With the noise continuing the happen even after we were ensured it was fixed, I then began getting more individuals who worked with Lantower Waverly involved. The on-site leasing manager, ***************************, gave me the opportunity to move to a different unit in a new building but it would cost me more money. My current rent is $1,426 a month but she informed me that if I wanted a new unit I would have to pay the current price of around $1,700 a month plus an additional $500 security deposit. I informed her that this was not considered a reasonable accommodation as I was being inconvenienced by their dumpster I should not have to pay to be able to sleep through the night. On Monday, October 16th I spoke with one of the **************** Specialists named ********************* who told me that she would not be able to make any additional accommodations or price cuts to my current rent but would be more than happy to assist me leave the apartment complex as a whole.I feel as though Lantower Wavert is not being accommodating to my reasonable request and upholding their ends of the lease agreement.

  Business Response

  Date: 10/23/2023

  I'm sorry to hear that you had a negative experience with the trash disposal process. Your feedback is valuable to us, and we appreciate you bringing this matter to our attention. We have thoroughly reviewed the details and have already taken steps to contact the vendor to address the issue. As we are committed to providing excellent services, we will take your feedback to heart and use it to improve our operational processes. A customer service representative will be in touch with you to ensure that the final resolution is provided. Thank you again for bringing this to our attention.  

  Customer Answer

  Date: 10/24/2023

   
  I am rejecting this response because:

  
  Thank you for sharing the response from Lantower. There response seems rather open ended and they continually dont commit to a timeline to resolve this excessive noise issue that is regularly interfering with our sleep. Please see the attached email in response to their solution to fixing the dumpster noise. 

  
  

  Business Response

  Date: 11/03/2023

  Thank you for your feedback. We have provided two options to the consumer to resolve the issue (please see the attached explanation of the options). We have also made all necessary efforts to request a change in the disposal time with the trash vendor. Unfortunately, relocation of the trash receptacle is not possible as the area is specifically designed for the receptacle. If you have any further questions or concerns, please feel free to connect with the onsite team or **************** Specialist.

  Customer Answer

  Date: 02/13/2024

   
  I am rejecting this response because:
  

  I tried taking the business up on their solution and when I did they are now saying it expired even though the situation is still occurring and there is no expiration date on it.

   

  Thank you,

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