Complaints

This profile includes complaints for The Tuscany Village Apartments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Tuscany Village Apartments

  6900 London Way Oklahoma City, OK 73132-5822

• 

  The Tuscany Village Apartments

  7724 Kentish St PO Return Oklahoma City, OK 73132-5827

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:11/23/2024

  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.

  To whom it may concern: My significant other and myself currently reside at Tuscany Village Apartments located at **** ****** ***. Let me begin by saying I absolutely love my apartment, but there have been several issues that's come to our attention with our management/ property owner. The most recent concern is the several "UTILITY CHARGES" that comes to our account. My partner went and spoke to the office personnel yesterday (11-22-2024) about charges in the amount of $192.53 with 7 inquiries and all but one stating "UTILITIES". So these charges are from November alone. We wake up today (11-23-2024) and there is a new total amount showing $258.54 with an additional 5 inquiries totalling $80.79. They wrote out a list of what the utilities are on a sticky note, which I'll attach. None of these charges seem valid nor were they discussed at lease signing. We have no idea what's going on with these charges or why they even show on our account. This is only our third month here. We really need more done than just a notification to the office so we are reaching out hoping that you all can get some better information or clarification for us residents.

  Business Response

  Date: 11/29/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised regarding utility charges at Tuscany Village Apartments.
  We understand the residents’ concerns and assure you we have been actively working to resolve the issue. Below is a summary of our actions and communications with all residents:
  Resident Communication:
  Since October 25, 2024, we have sent multiple property-wide emails providing updates on the utility billing issue. These communications contained the most accurate information available at the time. The dates of these emails are:
  10/25
  10/29
  10/31
  11/01
  11/04
  11/05 (AM & PM)
  11/06 (AM & PM)
  11/07
  11/13
  11/27
  November Utility Charges:
  An error occurred in the November utility charges. To address this:
  Residents who had not yet paid in full were allowed to pay rent and the same utility amount as the prior month. This would leave a small balance, which we assured them we would accommodate while the issue is resolved.
  Residents who paid in full were thanked for their cooperation and informed that compensation guidance would follow after resolution.
  Utility Addendum:
  All residents, including the complainants, signed a utility addendum at lease signing, detailing utility billing terms. A copy is attached for reference.
  Next Steps:
  We are awaiting a scheduled meeting next week with relevant parties to finalize the resolution. We will promptly inform residents of the outcome and any necessary steps to adjust their accounts.
  We sincerely apologize for any inconvenience this has caused and appreciate the residents’ patience as we work diligently to resolve this matter.
  Please let us know if additional information is needed.
  Best regards,

• Initial Complaint

  Date:05/30/2024

  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.

  I was approved for a two bedroom two bathroom apartment in January. I paid my deposit and was issued a unit to come view. I wasn't happy with the layout of that unit, so the worker, who was there at the time & no longer works there, gave me a second unit. There was nobody available to let us view the second unit, so we went ourselves to take a look around and see how the neighbors were. There was someone in the hall of the second unit smoking drugs. I informed the lady that we did not want to stay in an area like that. I asked her about the two bedroom two bathroom townhomes and she said that they didn't have any available at the moment. I returned April 15th and spoke to someone different, told her about the problem with the second unit and told her that we were waiting for the two bedroom two bathroom townhome. I watched her make a note on my application saying what I was waiting for. She informed me that it would be a 45 day wait, which I agreed to. It is now the end of May and no one has contacted me with any updates & when I call I always get a different person. A couple of weeks ago a lady told me that I was #8 on the waiting list. I called today and a different lady told me that she didn't see any notes on my application and informed me that the wait would be 6-8 weeks. I have already waited 45 days. Nobody reaches out & they have so many different people coming in & out that they don't know what's going on. The only thing I keep getting told is that someone will contact me tomorrow and tomorrow never comes.

  Business Response

  Date: 06/05/2024

  During a phone conversation with this prospect we thanked them for reaching out and sharing their concerns. I sincerely apologized for any frustration experienced, and explained that at Tuscany Village, we have a dedicated team of professionals who are all committed to providing the best service possible. And that while they may not always speak with the same representative, they can be assured that each member of our team is fully equipped and happy to assist with their needs. This approach allows us to provide timely and efficient support.
  Regarding the seemingly varying information they received we explained that In the dynamic market we operate in, prices and availability can change daily. Our goal is to provide the most accurate and up-to-date information at the time of inquiry. And that We appreciate their understanding as we navigate these fluctuations to ensure they get the best possible options.
  Their satisfaction is our priority, and we are here to support you every step of the way. If there is anything specific they would like to discuss or any particular needs they have we asked that they please let us know, and we will make every effort to address them promptly. She also expressed she was upset because she thought we were placing her in a building that she asked not to be placed in I then explained we have multiple addresses with same street name but does not mean it is the same building. She stated she understood and that she was going to go withdraw this BBB complaint. 
  Lastly we thanked them for their patience and for giving us the opportunity to serve them.
  
  

• Initial Complaint

  Date:04/29/2024

  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.

  They advertised a three-bedroom upstairs and downstairs I paid $136 to run my application I called them and they don't even own a three bedroom apartment at all and now they don't want to give me my money back that's fraud

  Business Response

  Date: 05/02/2024

  Hello, To Whom This May ***************** our website ************************************************************** under floor plans: when 3 bedroom is selected the only options are to book a tour or request info, It does not advertise availability. ************** called after submitting an Application and was was informed that our 3 bedrooms onsite are currently occupied. She became agitated and requested a refund but was informed by ************ Staff that Application Fees are non-refundable as stated in the Rental Criteria signed by ************** (Please see attached document Rental Criteria Last Page under section FEES). As Manager I took a meeting with her in my office 4.29.24 on or about 1:45pm CT to discuss the situation. ************** explained her situation to me and while I confirmed that these fees are non-refundable, I turned my screen and welcomed her to watch me send an email requesting a refund on her behalf to my regional. That email was sent 4.29.24 at 1:51pm CT. I notified her that once I received a Denial or Approval that I would reach out to her, and that It would more than likely be at least 24 hours before a response was received.  My Regional did approve for her to receive a refund, Please see Financial Statement Attached.

  Thank You

• Initial Complaint

  Date:04/29/2024

  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.

  Ive had a money order stolen in June while residing at Tuscany Village Apartments which resulted in multiple late fees on my account. I just recently moved out of Tuscany Village 4/25/2024 and requested the $250 security deposit back and was told that I needed a receipt from March 3, 2021 because they do not have that information in their system anymore. The next step I took was locating my lease. That way the security deposit section could substitute for the receipt I no longer have. Only to find out that the section was never filled out, it was left blank. After the money order was stolen the apartment manger ******** told me that the money order amount of $384 would be credited to my account. Sec8 housing Authority pays a portion of my rent, so I had no reason to use that credit at the time. The credit is now $184 and Im not sure how or whats going on there. *** asked for corporate contact information to resolve the issue regarding the $250 security deposit as well as the $384 credit. Unfortunately, Im unable to reach out to corporate just yet because no one at the apartment complex is willing to give me the number.

  Business Response

  Date: 05/02/2024

  Hello, To Whom It May **************************** was a resident at Tuscany Village Apartments and upon her move out she did not have a deposit held on our end as the landlord. After reviewing multiple documents such as her lease, (Please see attachments for first page bottom
  left) there was not a deposit listed, as well as reviewing her housing paperwork where they always list a deposit if it is paid by the client - It was again listed at $0. We cannot refund something that was not paid to us. As a result we informed
  her the next step would be if she could provide a receipt showing proof of payment of the $250 deposit, we could submit that as documentation when requesting a refund. During a phone conversation with ************ it was explained to her but
  they became agitated and disconnected the call. As Manager I set up an appointment with her on 5/3/24 at 11am CT to review her ledger with her personally to see if there is anything incorrect. I will still be present for this appointment and
  am hoping we can resolve this issue in a respectful and timely manner.
  
  Thank you
  

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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 without running water going on 4 days in below freezing temperatures. We also cannot keep our apt warm due to the fact that none of the windows in the apt are the correct size of the frame leaving large separations, gaps and horrible drafts. This also includes the two sliding doors. Weve had to tape and retape the windows and doors. We have been on the phone with them all day everyday because were in desperate need of water. They offered one small heater, which barely heats the kitchen, that I had to go pick up myself. My sons MERSA infection has worsened since he cannot properly care for his wound. We are using our food stamps to buy water so our dogs can drink. No one should live like this. They have known of the window issue since we moved in. Numerous other issues like no hot water for months. Please help!!

  Business Response

  Date: 02/09/2024

  Good afternoon,
  I hope this message finds you well. I wanted to provide you with an update regarding the recent maintenance issues at ***************************** apartment.
  Recently, the city experienced a line breakage, which necessitated the shut-off of water supply. I am pleased to inform you that the issue has been promptly addressed and repaired. As a result, she should no longer encounter any disruptions to her hot water or water supply.
  Additionally, I would like to update you on the status of the window repairs. We are currently in the process of obtaining a bid from a potential vendor. Once we receive the bid and it is approved, we will proceed with the necessary repairs to address any window-related issues.
  She does have a working heater and we have provided a space heater to ensure her comfort during this time.
  Thank you for your patience and understanding as we work to resolve these issues promptly. If you have any further concerns or questions, please don't hesitate to reach out to us.
  Best regards,

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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 moved into Tuscany with good credit ranking in the 700s and left this apartment and it is now in the 400s because this property couldnt keep any employees, I witnessed at least 3 different sets of staff come in an out of the office and I came to pay my last months rent of 799$ an it was lost in translation so I got filed on an was told by the NEW management that wasnt even there to help the situation it was a big mistake, sorry, take care! So Im now trying to find out ways to get this off my credit I have them on recording admitting the mistake, I have writing proof of their mistake an yet because I was told o dont need to court for it I basically have to deal with this me an my daughter for multiple years an its a scary situation Im dealing with! People need to know to never live in a business like this! Its not allowing me to upload the voice recordings!!!