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:02/27/2025

  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.

  I rented a property with them in 2023 then ended up buying a house. My rent payments were always made on time and I also kept it paid 2 months ahead of time. When I broke the lease I paid the ridiculous fee to do so without a complaint.16 months after the fact I got a email from a debt collector. Mind you I have had zero communication up until this point. Not a phone call, not a email, not a letter literally nothing. When I call the office to find out why and what it is for nobody will talk to me. If yall cared so much about the $120 why not just try picking up the phone and calling me instead of having a debt collected harass me 16 months later.

  

  Business Response

  Date: 03/05/2025

  Good morning. I am showing the tenant was notified through our system after move out that there were no move out charges but just a charge for 2 additional days of rent due to keys being turned in after the expected move out date. This balance was not paid. 

• Initial Complaint

  Date:06/12/2024

  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.

  Unlawful Entry into my Home on 3.6.24 Luxe Sales and Management did not give me a 24 hour notice. I wasnt made aware of Luxe entering my home until 6.12.24 via certified mail.

  

  Business Response

  Date: 07/22/2024

  The tenant was advised and notified of renewal inspection via text, via email and by a phone call. Tenants are asked to keep all contact information up to date and have access to change and update on their own through their tenant portal. We have conducted an annual inspection on this unit previously so tenant is aware how that works. I did advise tenant she could come into the office and see all correspondence. My system does not allow for a way for me to download all emails sent. Tenant was not available at scheduled time and I advised we could reschedule and that did not get rescheduled. 

  Customer Answer

  Date: 07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Sent via email 07.30.2024

  Including (5) Attachments ---
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Complaint: ********
  
  I am rejecting this response because:

  I was not properly notified, nor did I confirm the renewal inspection performed by Luxe Sales and Management (Luxe). I lost access to email *********************** either at the end of 2023 or the beginning of 2024 - this was a business email. Due to my mental health illness, I no longer subscribe to text messages from any external organizations. I did not receive a phone call from Luxe Sales and Management concerning the renewal inspection performed on March 6, 2024. I did not receive proper notice of this inspection, along with the inspection summary until June 2024.

  One June 6th, 2024 - I received a letter via certified mail that informed me that there had been an inspection performed at my residence and that I would be responsible for a pet deposit because there was a dog in the backyard of my residence. It wasn't until June *****, 2024, when the inspection summary for both 2023 and 2024 was uploaded into my online account/portal (AppFolio Portal) per my request via email. 

  On March 17th, 2024, I submitted a maintenance request concerning damage to my front door. During this time, Luxe Sales and Management refused to then tell me that they had entered my home on March 6, 2024. I had extended communication with ****** and Maintenance worker in reference to my door jam. NO ONE TOLD ME THAT ****** HAD BEEN TRESPASSED. On March 18th 2024 at 10:21am, I received a voicemail from ********************, "Hi *****, this is ****** calling from Luxe Sales and Management. We are unable to send you text messages because you stopped the thread back on December 4, 2023. I'm unable to text message you. We've sent your work order to our vendor, and they should be contacting you soon to schedule thank you and have a great day." During this voicemail, the inspection performed was NOT mentioned, nor was the pet deposit mentioned that was sent to me via certified mail on June 6, 2024- screenshot of voicemail and maintenance request submitted. 

  On June 12th, 2024, **** sent me a photo via email stating, "please see attachment" of a dog located in my backyard. That same day, I requested that images of both of my inspections be uploaded to my account. These photos are all available via screenshot with timestamps. 

  On June 12th, 2024, I inquired about charges on account regarding damages to front door jam and pet deposit - screenshot of email submitted.

  On June 13, 2024, **** responded explaining the conversation she had with ****** - screenshot of email submitted.

  On or about June 13th, 2024, I was told that if I had additional questions to submit those questions in writing via email. On this day, I sent **** a series of questions related to the entry and trespassing of my home on March 6, 2024. I asked, "for specific approval, why wasn't I reasonably notified via phone, hand delivery, certified mail, mail with certificate or post on the main entry of my residence of the 2024 inspection request?" I did not receive a ***** notice of entry to my home on March 6, 2024. I was not aware that Luxe Sales and Management until June 6, 2024, via certified mail. Luxe (****** and ****) refused to answer any of my questions regarding unlawful entry into my residence. Instead, I was invited to come into the office to discuss my questions and concerns after being told to send them via email. I have screenshots of this conversation via email, and I also have audio of all phone calls held after June 6, 2024. 

  On June 17th, 2024, I reached out for a response to an email sent on June 13th, 2024.

  One June 17th, 2024, **** responded back and stated, " Hi *****, yes, I have received your email and have reached out to my broker to see what I can send over for you. Its been a very busy Monday morning and the office closed early on Friday, so I have not been able to dig into this more." - Screenshot of response submitted

  On June 20th 2024,  I requested a breakdown of increased charges added to my account and a response to the questions submitted on June 13th 2024. I was told that I could come into the office to review further documentation. In this email **** referenced that ***** called me regarding my inspection but there was no answer. I DID NOT RECEIVE A PHONE CALL FROM LUXE NOR A VOICEMAIL. I am waiting for my phone records for documentation. Regarding my balance, I was told to log into my account and he view my portal that made zero sense to me at the time - Screenshot email correspondence submitted. 

  On June 20th 2024, I submitted a date to meet but **** stated that she would not be able to meet on June 21st 2024. I asked about the renewal of my lease in these emails, as well. I was told that Luxe would have to reach out to the owner to see if they are open to that or not - Screenshot of email correspondence submitted

  Due to my current pregnancy and mental health disability, I was no longer able to meet in person. I suffered an attack and needed medical attention. I sent email correspondence on June 26th 2024 Luxe Sales and Lease does not care how these events have affected myself and family's life. Luxe doesn't care about the abiding by the law, terms of their lease, and the health and welfare of their tenants. This was like a game to them - giving me the run around and refusing time and time again to answer any of my questions. I have a recording of ****** finally calling me and discussing to me that she was sorry but did not answer any of my questions. Finally expressed that my lease would be renewed but never sent me a lease to renew. On June 26th, 2024, **** still in fact made excuses not to meet stating she had Zoom calls already scheduled (this is available via email). 

  One July 1st, 2024, I submitted a 30-day notice to vacate. **** responded to the email by stating, "we have received your notice to vacate."

  Since, Luxe has been retaliating against me by not completing residence verifications from future landlords that I have been soliciting. Requesting additional verification and by not completing verification in its entirety. I would also like to note that when I called ******************** to stop/transfer services there had been a tenant assigned to take over service 7.30.2024 - before the duration of my lease agreement was concluded. *** stated, "that the new service would override my request, but I could get my request in writing for documentation purposes."

  After receiving the BBB response, stopped by the Luxe Sales and Management office on June 29th, 2024 (video recorded). I spoke with ****. She refused to show me any documentation and stated, "No - we did not receive any confirmation to enter your home, we reached out via email, text, and phone and did not speak with you but still entered your home." I asked why you didn't tell the BBB this and **** stated, "we did." SIMPLY LYING - I never spoke to anyone, and I did not receive any communication as I did the prior year in 2023, regarding my inspection. 

  I have filed a police report with ******************************* regarding the unlawful entry to my home on March 6, 2024 (trespassing) - Case Number: 2024-54248

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

  

  Business Response

  Date: 08/02/2024

  Per tenants admission she did not keep Luxe updated with current contact info. Further she blocked communications. She has full access through portal to make changes. This is a tenant responsibility. Renewal inspections conducted annually. ****** has previously had one in March of 2023. Notifications sent via email approx. 1 week before, then 2 or more reminder text. Renewal inspection scheduled 4 months prior to expiration to allow for processing time. Tenant confirmation not required. Phone call made via personal cell while in field number blocked. Renewal inspections shared per tenant request. Standard procedure to share with owner only to review to confirm if renewal will be offered. Breakdown of charges relayed via email and email discussed on phone with tenant, myself and property manager. Email confirmation of understanding charges sent by tenant. Additional documents requested, tenant advised to come into office at scheduled time. ****** proposed 6.21, I was not available, I proposed 6.26 she was not available, tenant proposed 6.27 and did not come in. Verifications were completed. Request sent without tenant signed authorization form. Email sent to tenant to confirm authorization. Utility requests sent pre move out and utility company asked to not allow disruption. Sometimes resulting in transfer prior to move out. 
  

• Initial Complaint

  Date:06/07/2023

  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.

  Fraudulent charges have been committed i am seeking remedy to have my deposit returned and charges removed from my credit report. please refer to documents below.

  

  Business Response

  Date: 08/03/2023

  Dear ************** & ******************, 

  
  You moved out of the uni July 2021. We are two years later and we will not be making any adjustments. You do have a balance on the account If you would like to pay these please contact ***************************** and they will accept payment. Please see attached response that was sent to you once we received your letter of disputes. 

  
  Thank you, 

• Initial Complaint

  Date:02/23/2023

  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 am a homeowner of a townhome that I pay this company $*** PER MONTH not year, but month. This is because they are supposed to cover repairs to the outside structure and we are only required to carry a condominium policy which only covers the inside structure or stud to stud. So I had a slab leak on the outside structure and ******* with this company told me that a slab leak was on them to repair and to contact a plumber and call back with the findings. Well when I did I called back and spoke to ****, then all of a sudden she doesnt know why ******* would say that and then all of a sudden, ********************* to never have said that. ******* flat out lied. Our water meter is nowhere near our actual property so Im being quoted AT LEAST 10 grand to fix a plumbing problem that I apparently have NO COVERAGE for because Luxe thinks its ok to charge $*** a month from every owner over here, to cut grass and have meetings and my condominium policy doesnt cover a leak that is at least *** feet from my door. The water meter and leak is not even visible from my unit. I have to put shoes on and walk around the corner, but ** expected to fix this out of pocket while this information is never disclosed. Because if this is the case we should be paying $*** per month for REAL INSURANCE and not for Luxe to steal it basically. They paint here and there and cut grass. Mind you Im already out of several grand from fixing the slab leak from my house and now Im expected to fix this too. Not to mention a $***-*** water bill EVERY MONTH THIS GOES ON from losing ****** gallons (you read it right) of water per month somewhere underground.

  

  Business Response

  Date: 03/01/2023

  The *************** cover certain items within the **** The by-laws and CCR's that are provided to every owner will explain whats covered under the association. The private water lines to the condos are responsibility of the homeowner and not the association. I have attached the CCR's and By-Laws for review. 

  Customer Answer

  Date: 03/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  As it clearly states in the bylaws, "In addition to maintenance upon the common areas, the Association shall provide all or any part of the following exterior maintenance upon such Owner's Lot which is subject to assessment under article V here-of: painting, repairing, replacing or caring for roofs, gutters, downspouts, exterior building surfaces, trees, shrubs, grass, walks, and other exterior improvements."

  
  

  As you can clearly see from the photos, video and the receipt from the plumber, the problem and the reason for my busted up plumbing is that the trees that are supposed to be maintained by the Association have not been maintained by the Association. This humongous tree was planted right on top of my water lines way before I purchased here in (in 2019) and the other neighbors lines in my building as well. And of course, trees have roots. The water line is about a 1" diameter PVC pipe (basically plastic) and the roots of the tree that the plumber had to use a saw to dig from underground and off the top of my plumbing lines was about *****" in diameter (as you can see from the video and photos). The neighbor came out while the plumbers were there and said they always have problems because of that tree. Even the plumber told me that when it rains in the spring, those roots will start to grow again and I will end up with this same problem. A problem that Luxe is refusing to take care of or even try to see if it is something that they are responsible for or basically even acknowledge. I emailed ******* at Luxe again to inform her about the trees and no response. They do not care.

  
  

  I also made Luxe aware that I was losing ****** gallons of water per month and there was a blatant disregard for the conservation of natural resources as well as causing undue stress on me during very uncertain times, when I pay $*** per month in association dues and all I get is the grass cut. Please also see water bills and comparisons. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/06/2023

  I have attached the letter from the *** president when we were notified the first time this occurred. Again, I am the management company and an NOT able to give approvals or denials on behalf of the board. I have encouraged you many times before to come to the monthly meetings and speak with the board. This will STILL be your best option, as again, we are contracted by the board to complete certain functions of the ***. Luxe Sales & Managment is the management company for ********************. We are NOT the board of directors. Please attend the next meeting to discuss with the ******************** board. The meetings are the third Tuesday of each month at 6:30 at the Luxe office. 

  Customer Answer

  Date: 03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  It seems you all are just grasping at straws at this point.

  You are now saying that the board are the only ones who can approve or deny anything and that you all dont have that authority. Yet, you all at Luxe have denied ME at every turn, which is why we are where we are today. So which it? Is that you cant approve or deny OR that you can only deny but not approve? Because if you deny and the homeowner goes ahead and gets tired of fighting with associations and boards and whoever else you can think of about it, and just does a quick fix and then sells the property then I guess that is what you and the board consider effective management. My water meter has been having an orange cone on top of it, that I did not place there. This has obviously been an issue. Also, what makes you all think I am able to attend your meeting when I have to maintain a household by myself as well as still pay you all $*** a month, plus figure out a way to pay an $800 water bill, plus come out of pocket thousands of dollars to fix plumbing that your associations trees have busted up and you all refuse to even drive by and look at it from the parking lot? Im working overtime at this point. And since my money is being paid to the association that is supposed to be maintaining the trees (according to your bylaws that you love to reference so much) that are tearing up my plumbing lines, how about you talk to the board and get this taken care of. If not, Im fully prepared to keep taking this up the chain, if this is a hill that you all are dead set on dying on. And as a matter of fact, the way I have been talked to, handled and disrespected, I do not even feel comfortable stepping foot in ************* I have felt bullied and ganged up on by your office staff. And I havent needed anything since I have lived here except this rotting wood replaced and that still hasnt been done since I bought the place and now this. So Im not interested in a game of ring around the roses with you and the board. As a matter of fact, a board member lives near me and when I was discussing the issues she NEVER even told me she was on the board (another neighbor did) but advised me to just do a quick fix on it. So at this point, all of you are untrustworthy and Im not going to agree to attend a meeting of liars, bullies and mean girls and guys, that is two weeks from now so this can just go away for you all.

  
  

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

• Initial Complaint

  Date:07/29/2022

  Type:Billing 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.

  The following is what we sent tobthe business:"Hello Dara,I am contacting you because of the charges that are on my account after moving out, we called Luxe about painting, Carpet Clean, Etc and we were told and the person on the call insisted that we did not need to do any of this,we also weren't told that we would be charged for any of this.As far as the charges go they fall under the category of normal wear and tear. And even more minor than normal wear and tear. I own a rental property with my husband and we would never charge for normal wear and tear items on a turnover. We have plenty of pictures over the past few months and the condition it was in.We kept the house in great condition, and left it in great condition, we cleaned and carpet cleaned before we returned the keys.Speaking of the keys we turned them in almost 2 weeks early and we don't see a prorated amount for return.These charges are not correct And are unjust.We are not paying for the charges, we hope we can speak to you more on this issue."

  

  Business Response

  Date: 08/05/2022

  ********************** - After reviewing the account and your complaint we are working with the owner regarding a settlement on this account. We follow the lease agreement and unsure of who you spoke to at our office reagaering not being charged for items at move out. Our office has no notes in the system and you are unable to provide any information. Also, per your lease agreement there is a process regarding a move in inspection form which was not followed. When a tenant gives a 30 day notice and pay through that notice but turn keys in early there is not a refund for that time. Per the lease agreement you are required to give a 30 day notice and pay through those 30 days. If you turn in your keys earlier, a refund is not due if its paying through your notice period. The walls were dapped very heavily required full paint. The walls also had a lot of dirt and misc spills which required paint. This would fall outside of a normal wear and tear category. We have shared the inspection photos and I have attached them here. Please let us know what questions you have at this time.