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:09/30/2024

  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.

  I have been renting unit c203 for 4 years and I have asked for a new parking permit and they refuse to give me one even though I sign a new lease every year. The permit was left in an old car I had over 3 years ago. The car went to the junk yard after a major car accident.

• Initial Complaint

  Date:07/12/2023

  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.

  On ******** my rent bill came $100 higher than usual. I went to the office to obtain the reason of this and I was informed that it was because they didn't get my apartament insurance payment. I called State Farm to find out what had happened and they told me that as every month the payment was processed and sent to the apartment office. The lady from the apartment office told me to sent them a statement showing that the payment was sent in order for me to get a reimbursement for the $100. The lady from State Farm sent them an email with the statement and they also spoke to each other on the phone. I came back a few weeks later and I was told by the disrespectful office manager ********************* the following: "I can't do anything, I can't give you the money back because it was not our fault, it was your fault for not sending the payment, contact corporate if you want a solution" I asked her for their phone number and she said " l can't give you their phone number" I had to call the corporate office in ******** and the nice lady from there was able to give Nevadas corporate phone number and to ********************* which she is the Regional manager. I called *****, left my information and I was told she will call me back, but I haven't heard from her. I just want the $100 back as promised for showing proof that I submitted the payment as every month. If there was a confusion between corporate/main office/ insurance office or whoever it is absolutely not my fault. I pay insurance every month and how is it possible that they do recieve my payment every month except for ******** and now they want to keep my $100 after I showed them the statement that ai submitted the payment. Please reimburse me the $100. Thank you!

• Initial Complaint

  Date:05/10/2023

  Type:Product 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.

  Saturday 4/8/23- We viewed an apartment in the afternoon and later that evening at 9:18pm went online to pay the $50 application fee and $250 holding fee. We emailed paystubs as income verification and thanked Villas at Green Valley for the tour.Sunday 4/9/23 - No emails or phone calls were sent from Villas at Green Valley informing ** that the application was reviewed or approved but we happened to see a Lease for apartment C207 was created for ** in the Online Leasing portal.Wednesday 4/12/23 We still had not received any emails or phone calls from Villas at Green Valley regarding the status of the application. We left a voicemail and a follow up email at 12:44pm stating that we opted not to accept the Lease that we stumbled across on the Leasing portal and requested a refund of the holding fee. We later received a phone call from **** at Villas at Green Valley that the application was just approved by their third-party screening company that morning, but since they already received our messages declining the apartment, the holding fee would be refunded to ** within 3-5 business days. But then **** called back saying the refund deadline had passed because the 72-hour timeline actually starts as soon as you submit the application, not when your application is approved. So that means even though both Villas at Green Valley and their 3rd party screening company are both closed on Sundays and the screening company did not complete their review process until 4 days after we applied, the only way we could have been granted the refund was to ask for the refund before even knowing if the application was being reviewed, let alone approved. We emailed Villas at Green Valley and Maxx Properties on 04/14/23 to appeal their decision to deny the refund of the $250 holding fee and sent follow up emails on 4/20/23 and 5/7/2023 but neither gave the professional courtesy to respond with their final decision. We are still waiting for a response and hopefully a refund.

• Initial Complaint

  Date:01/17/2023

  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.

  I was never notified of any debt that was owed. No letters in the mail, no emails, no phones at all from this company. I was notified by a law office trying to collect a debt from me, but could not provide any itemized breakdown of what I owed. I attempted to have them email me, but never received any emails. I am requesting for the law office to mail it to me. This company is now trying to collect 2 months of rent and stating that I did not give them 60 days of notice. When in fact I did provide more than 60 days.

• Initial Complaint

  Date:10/27/2022

  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.

  It's a lot to type but the shortest I can put it is because of my credit, the villas office employee advised me to not have my name on lease for I wouldn't get approved. My cousin offered to help and put it in her name. My income, email, car, EVERYTHING else was my info. Even emergency contact with my name and SELF as relation, signed by office. When my place of employment closed due to covid 19 I applied for chap. EVERYTHING was approved but the villas wouldn't sign paperwork for chap because my name wasn't on lease. I provided proof in documents, lease, ect but they refused to simply sign the chap papers and evicted my son and I on my birthday no less. Now this will be on my cousins credit... This is immoral and must be in some way illegal because I did what they said in the begining and in the end that's exactly the excuse they used against me. Unbelievable!

  Business Response

  Date: 11/07/2022

  Hello,
  
  Unfortunately, *************************** was not on the lease agreement.It was brought to light that ******* was not on lease when she applied for Chaps rental assistance. We were advised by our legal counsel that we cannot fill out a landlord verification form for someone that is not on the lease due to us not being able to engage in something that is possibly fraudulent. After further discussion with *******, she explained that her cousin ***************************** applied for the apartment. ******* signed the lease, but ******* moved in. We mentioned to ******* the process of adding someone to the lease, but ******* mentioned she was previously denied for the apartment, and this is why it was put under her cousin ******** name. I informed ******* this was against our company policies and anyone occupying an apartment that is over 18 must be on the lease. ******* also mentioned previous staff was aware that ******* moved in but there is no record or way to verify this. We are unable to act off of hearsay and proceeded with company polices and per our counsel's direction. We apologize if this wasn't in favor of what the resident/nonresident wanted and always try to do our best to resolve all matters amicably. 

  Thank you!

  
  

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18319550
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***************************

  Customer Answer

  Date: 11/08/2022

  I had it IN THE ***** with my info and wrote SELF and it was signed by office employee! Also they put MY last name in mailbox and I provided that pic as well! Now you claim it's hearsay!? I did what YOUR EMPLOYEE said to do so I could get an appartment. She was kind and understanding and wanted to help. Something the new employees lack, HUMAN DESCENCY and consideration.

  Business Response

  Date: 11/08/2022

  The form you included shows a signature of the office staff but also has the lease holders name and signature as well. This doesn't give a clear indication of your claim as the paperwork is signed by the lease holder, unless the lease holders name was forged. The mail carrier is the one that places the name in the mailboxes not the office staff. This is out of our control and do not see what's listed as we do not enter our residents' mailboxes. Again, all the staff members are different from that time frame and are not here to confirm or deny your claims. We have to go by the legal documents that were signed and agreed upon by the Lease Agreement Resident. This may be something the lease holder would want to look into in order to get this debt resolved. They should contact *************** Services for direction. Thank you.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18319550
  
  I am rejecting this response because: for emergency contact it says MY name and for relationship it says SELF. along with the contact email being *************************** as well as my phone number and the proof of bills in my name, it's BLATANTLY OBVIOUS.
  
  Sincerely,
  
  ****** ***************************

  Business Response

  Date: 11/09/2022

  As mentioned in the last response the lease holder will need to contact *************** Systems at ************ to dispute and settle this balance. The lease agreement and all other legal documents were signed by another party and must be handled by the person who took responsibility for agreeing to the terms of the agreement. Thank you

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18319550
  
  I am rejecting this response 

  Acknowledging a mistake and taking responsibility for doing something to help someone other than yourself is something your mother should have taught you. Denying proven facts simply shows ignorance and now forces legal actions to take place. 

  
  Sincerely,
  
  ****** ***************************