Complaints

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

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  CWS Apartments

  9606 N Mopac Expy Austin, TX 78759

• 

  Preserve at Ballantyne Commons

  11280 Foxhaven Dr Charlotte, NC 28277

• 

  Preserve at Ballantyne Commons

  11280 Foxhaven Dr Charlotte, NC 28277

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:04/15/2025

  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.

  Complaint Against: CWS Apartment Homes *************** of Marq on *****) Date Issue Began: January 4, 2025 Location: Marq on ***** **************************************************** Ive been a resident of Marq on ***** since November 2023 and have been dealing with an unresolved ***** infestation in my apartment since January 2025. I have submitted multiple maintenance requests, provided photos/videos, and followed all pest control prep instructions. Despite repeated outreach, the management team has not resolved the issue, and the infestation remains active after months of treatment.When I requested to be moved into a clean unit, I was told I could not relocate until the infestation was goneeven though the current unit is not safe to live in. I have written communication that states to management that I am living in an uninhabitable apartment and need to relocate to a new unit, but management said that I must give 30-day notice to move along with a $500 transfer fee which can be started only after all roaches are gone. This is unacceptable given the circumstances.I am reaching out to corporate and Legal Aid, and am preparing to file a city code enforcement complaint. I am simply asking to be relocated into a clean, habitable one-bedroom unit at my current lease rate and without any penalty or delay. I have documented every step and am prepared to provide videos, maintenance logs, and email correspondence showing the lack of response and continued infestation.Desired Resolution:I want to be relocated into a clean, currently available one-bedroom unit at my current lease rate, with no fees or lease penalties, due to the habitability failure of my current unit as soon as possible.

  Business Response

  Date: 04/23/2025

  Thank you for providing us with feedback regarding your living experience. We understand how distressing it can be to experience pest-related issues in your home and appreciate the opportunity to respond.

  Since learning of the concerns in your apartment, our team has worked to address the situation promptly and thoroughly. We have coordinated multiple pest control treatments with our licensed vendor and most recently completed a full cleanout treatment. The professional pest control company personally inspected and treated your unit and reported no active infestation during their visit. They also shared that it is not uncommon to see sporadic activity following a cleanout, but that the treatment appeared to be taking effect. You were present during the most recent service, and we appreciate your cooperation and communication throughout the process.

  Out of an abundance of caution, we are also inspecting and treating all surrounding units (adjacent, above, and below) to ensure that any potential source of the issue is identified and treated accordingly. Our goal is to fully resolve the issue and restore comfort and peace of mind in your home.

  Regarding your request to transfer to a new apartment, we have communicated that a unit transfer is not advisable at this time. There is a significant risk of inadvertently transferring pests to a new space, which could prolong the issue and negatively impact additional units. For this reason, we are focused on resolving the concern in your current unit first.That said, we have extended the option for early lease termination now or anytime within the next three weeks should you choose to pursue alternative housing during this time.

  Please know that we are committed to maintaining a healthy and habitable living environment for all residents. We will continue working with you and our pest control partner to ensure the issue is fully resolved. If you have any additional questions or would like to discuss your options further, we encourage you to reach out to the community office directly.

  Thank you again for your patience and understanding as we work toward a resolution.

• Initial Complaint

  Date:01/31/2025

  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.

  At ******* on westheimer, a CWS apartment home, My husbands car was vandalized in the apartment and 4 tires were stolen. I asked the leasing office what security measures will be put in place to ensure the issue does not happen again and the Assistant leasing manager, *** stated that nothing can be done and thats what our insurance is for, that if we were not comfortable with the situation we should not bring our car on the property.We stated that since the apartment doesnt have any secure location to park our car(garage) we would prefer to break our lease and move out. After a lot of back and forth they gave us a form to fill that they will submit it to corporate and let us know their decision.Apartment stated that corporate refused to let us out of our lease. and even threatened to tow our vandalized car out of the apartment if we didnt fix it on time. They are simply preying on tenants. They are not sympathetic to complaints and have chosen to do nothing about the numerous insecurity issues in the apartment. I do not intend to pay the lease penalty as I have already spent so much repairing the car and experienced so much emotional trauma at the hands of the leasing associates at ******* on westheimer. They refused to give me a channel to contact their corporate office. Stating they do not know how to contact their corporate office. I no longer feel safe in this environment. I believe once this car is fixed, the perpetrators might come back a second time and would definitely succeed. I can no longer live here in fear that our car will be vandalized again.And Im reporting this because they feel confident that they can always get away with such acts.

  Business Response

  Date: 02/07/2025

  Hello,
  Thank you for contacting us regarding your experience here at *********************. Please know that the safety and security of our residents is a priority for us, and we were disappointed to hear of the inconvenience this situation has caused.
  Upon learning of the theft of your vehicles tires,our nightly patrol personnel promptly alerted you and advised contacting local law enforcement to file a report. Unfortunately, crime has no area code, and while we take proactive security measures including timed access gates, a courtesy officer, and regular patrols to enhance safety no community is immune to crime. We do not offer garages, only open or carport parking spaces, which is consistent with the offers we have available to all other residents.  
  We also strive to provide a top-notch experience for our residents throughout their entire residency, including the move-out process. Regarding your request to terminate your lease without penalty, our office carefully reviewed the situation. While we are unable to waive the lease termination fees, we offered flexibility in choosing a move-out date and a payment plan option to help ease any financial burden. Additionally, we remain open to discussing a possible on-site transfer if that would better suit your needs.
  In regard to communication with our corporate office,we sincerely apologize if there was any confusion. Our team is readily available to assist with concerns and provide contact information upon request.
  Please know that we remain committed to addressing concerns and providing a safe living environment for all residents, and we are disappointed that we could not meet your expectations in this. 

• Initial Complaint

  Date:10/23/2024

  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 moved into the ******* at the reserve on August 13, 2024 . On September 20. My upstairs neighbors started smoking weed causing that smell to go into my apartment where I have my six month old living. I reached out to the property manager September 21 After going back-and-forth for weeks, I was allowed to transfer units After 30 days. I gave my 30 day notice and had not heard back from them. I reached back out October 22 to inquire about my new lease. It wasnt until I had already signed the lease that I was informed I needed to pay Extra $1929 in order to move after informing the property manager that I could not afford that because I was under the impression that my deposit would transfer over She stated that my current apartment Had already been leased And I had no options but to downgrade from my current unit.

• Initial Complaint

  Date:08/26/2024

  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 signed a lease with the apartment that stated the price for tadnem parking was $75, but I was being billed $85. After talking to two people at the leasing office, they told me that they would honor the $75. I got a phone call from the community manager citing a special provision that states that if applicable single spaced parking is $135. However, this parking fee is NOT applicable to me because I am not paying for single spaced; I am paying for tandem. I contacted a lawyer who said that the lease itself states that any conflicting information, the information in the parking addendum (which is the $75) is what would ***** any other conflicting information. I have been working with this lawyer, but the community manager of the Regents West on 26th Location, ***** *****, refuses to speak to my lawyer. Moreover, the regional directors have not responded to his inquiries either. I have been talking to ***** *****, and she is highly unprofessional. She is condescending and has been dishonest through all of our communications. She is states that she is trying to be fair to all tenant, while treating me unfairly by not honoring the lease I signed.

• Initial Complaint

  Date:08/16/2024

  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.

  This property charged us for repair/replacement of carpet at move out and the carpet did not need to be replaced or repair ($600). We have video evidence of the condition of the apartment at move out which shows the carpet looks good as new. The property manager agreed to replace the carpet with the renewal of our lease also for the fact that our unit flooded due to a pipe burst during a freeze. We have been trying to get the charge for the carpet removed from our bill and the property and *** directors have not had the common decency to respond. Now due to their lack of response for over 4 months and the unlawful and unethical charge they have done, our credit is messed up. They sent us to collections. We have all video evidence and email evidence. This property will unlawfully charge you for random repairs at move out. They will also not respond to any emails or phone calls. We also had to deal with their maintenance men stealing money from us. Again, we have video evidence of the condition of the apartment at move out.

• Initial Complaint

  Date:08/07/2024

  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 have a problem with **** PERIMETER in *******, ******* trying to charge me $1085 to close out my account or lease they are telling me that I need to pay for damages that are normal wear and tear damages over a year of staying in that apartment. I dont believe that its fair while I was there I endured paint on my car from them having to repaint being scared to go to the trashcan because their rat infested rats everywhere & cockroaches I endured not being able to wash my clothes. I endured my washing machine flooding my dryer not working. I am had mold in the windowsills. I have pictures and proof of all of this. I endured walking over plastic and hearing the sound of a dryer or some type of machine due to five apartments flooding near me I endure car breaking, so Im hitting one of my cars I endured not being able to let my guest into the gate. The gate was hardly, locked or working the pool not being clean and sanitary. I endured so much being there and I just feel like its extremely unfair cause a lot of the things that were supposed to be amenities like the exercise equipment was never an amenity because they were all old broken or the treadmill you cant even it does not roll correctly. The only thing it has is a little vinyl in the kitchen and in the hallway but the rest of the apartment carpet old carpet old looking carpet its not new. It doesnt look good. also they are asking me to pay them to refinish the garden tub the tubs there when all they do is spray paint on the tub to make it look new when you get there and then when you pour bleach or use any type of cleaner, it comes right off because I stayed in there 4302 and 4303 and my tub never looked clean due to the fact that they would use the paint that you used to paint over a tub. It wasnt shiny. It was dull and so its very hard to clean enjoy I would not recommend anyone else to stay there and furthermore, if they dont figure this out, I will be seeking legal counsel

• Initial Complaint

  Date:06/28/2024

  Type:Product 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 in about 2 months ago and registered my vehicle with the apartment office. I was given a sticker to place in my window, which was done immediately after moving in. After 2 months of being a resident my vehicle was towed stating that I was an unauthorized resident. After going to the office to figure out why my car had been towed they dismissed me like I did something wrong. Not admitting to their on clerical error telling me I have to go get my own vehicle out of the tow company and its not their fault even though Ive been driving be same car with the tag in the window. The amount of **** poor management here is insane and I would be filing a civil complaint against the property management company for all the time and money I have to waste to get my car back that was improperly towed.

  Business Response

  Date: 09/09/2024

  Hello ******,
  Thank you for taking the time to provide our team with this feedback. We strive to make The **** a comfortable and enjoyable living environment for all of our residents, and we are disappointed to hear you have experienced this inconvenience. We apologize for the inconvenience and frustration this situation has caused you. I can assure you that we take all resident concerns seriously, and our primary goal is to maintain a smooth and efficient process for all residents.
  Upon reviewing the circumstances, it was determined that your vehicle was towed because the towing sticker, which identifies cars that are registered to residents, was not clearly visible. This led the tow truck to proceed with towing your vehicle as they were unable to identify it as belonging to a resident.
  We acknowledge the inconvenience this has caused you and the frustration it may have brought. Our team has taken steps to provide a concession for a large sum of the towing costs incurred, which you should see reflected on your account.
  We strive to ensure that all residents feel comfortable and valued within our community, and we regret any inconvenience caused by this incident. Should you have any questions regarding this, please do not hesitate to reach out to our office. Thank you.

  Customer Answer

  Date: 09/09/2024

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

• Initial Complaint

  Date:06/11/2024

  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.

  AC has been in issue since move in date of April 26, AC reached 83 yesterday. Being like that all day. Filter and thermostat was replaced. No difference. No AC window unit was provided in case it didnt work. We had to sleep with it at 81. They keep saying its fixed when not. Its a health hazard. Way too hot in *****. Should not reach past 81 under Texas administrative code.

  Business Response

  Date: 09/09/2024

  Hello *********,
  Thank you for providing us with your feedback. We strive to provide a comfortable and enjoyable living environment for all of our residents, and it is disheartening to know that we fell short of expectations in this regard. We take AC concerns seriously and are disappointed to hear that you were dissatisfied with our teams response over the course of your stay with us.
  When you initially submitted a maintenance request regarding your AC running continuously, our team replaced the thermostat, uncharged the unit, cleaned coils, and replaced the filter the same day. Soon after, you informed us that it was then blowing out warm air. At that time, our team checked the freon levels and after conducting other tests, noted that the levels and gauges were reading accurately and appropriately. The next day, our team checked the compressor and noted that the air blowing out of the vents were blowing cold air. We instructed you to monitor it overnight to see if the temperature lowered, and you had informed our team that the temperature was lowering,and all seemed to be cooling correctly. A few days later, the unit temperature was elevated, and our team placed a portable AC in your home.Afterwards, our maintenance team checked all freon levels, checked the ducts,inspected inside the unit and bypassed the heat strip. All checked out with no issues and the temperature was cooling.
  We truly apologize that this issue had caused any inconvenience for you and your home. Our team felt they addressed your concerns,and felt the issue was resolved. We understand you have opted into exercising your early termination. We value your feedback and will use it to improve our services for current and future residents. We wish you the best in your new endeavors and future living arrangements. 

• Initial Complaint

  Date:05/10/2024

  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 have lived here for 7 years and have never been late on my rent or anything. I got a new car in September and registered my license plate. All of the sudden, a month after I told them I would be moving out in 90 days, they towed my car for not having my car registered. If I had my car since September then why is it being towed now? I feel that I am being targeted because I didnt renew my lease. Ive had the same license plates since September with no issues since I did register my car. I have tried contacting the manager and regional manager with no response at all.

  Business Response

  Date: 05/23/2024

  Hello ******,

  Thank you for taking the time to provide our team with this feedback. We strive to make ******* at ************ a comfortable and enjoyable living environment for all of our residents, and we are disappointed to hear you have experienced this inconvenience. I can assure you that we take all resident concerns seriously, and our primary goal is to maintain a smooth and efficient process for all residents.

  Since September, our office has sent out multiple notices emphasizing the importance of updating and register correct vehicle information in our apartment permit website, as well as the registration of any visitors or guests. Additionally, when initially registering vehicles, residents sign an agreement acknowledging our towing procedures and the requirement to maintain updated information on this website. This agreement is part of our standard process to ensure all residents are informed of the parking regulations and potential consequences of non-compliance.

  After looking into this, it looks like you have since updated your information. Please know that our towing company operates independently as a third-party service provider. They do not have access to resident information or individual notices sent to residents; instead, they rely on scanning license plates to verify registration and authorization to park on the premises. We can assure you that they have no knowledge of who is on notice to move out or not,and our team is not targeting you based on your decision to move out. This system and process is applied to every resident and guest on property and is in place to simply help maintain consistency and security within our community.
  Should you have any questions regarding this, please do not hesitate to reach out to our office.

  Thank you,

  ***** at CWS Customer Care

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service 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 into this apartment back in September of 2023, Now I wanted third floor, the highest but due to ***** infestation they had to give me another unit and only available was on the first floor, MORE expensive but I took it, December they have someone move in above us, it was loud and shaking my pics on wall but I assumed it was due to the moving process, however it did not stop, I filed report and report for them to tell me I needed proof before they could do something, so I purchase an indoor and outdoor camera that runs 24/7 and sent them numerous videos, however I was told they can not take anymore action as they have talked to them twice, than someone getting caught on my front porch smoking weed and guy is so drunk he slides to floor so I call the curtsey officer and once again nothing is done about it, I cant sleep being woken up which leads to or it has been affecting my work and many other things, I need to know what I can do to get this to stop.

  Business Response

  Date: 05/23/2024

  Hello *******,
  Thank you for taking the time to provide our team with this feedback. We strive to make ******* at **** a comfortable and enjoyable living environment for all of our residents, and we are disappointed to hear you have experienced ongoing concerns with noise.
  Our team has reviewed your doorbell videos as well as your resident account with your complaint history. I understand we have also spoken with you regarding these concerns and would like to assure you that our team and our Courtesy Officer have spoken with your neighbors regarding the noise. We have sent noise and lease violations to your neighbor as well. However, we do not feel the noise levels and consistency are reason for eviction of your neighbors as the noises we are hearing sound like normal apartment living sounds like a front door closing, walking, and a one-off scenario of something dropping on the ground. We encourage you to call both our Courtesy Officer and the police in addition to our office in the case of excessive noise or concern.
  As I mentioned previously, we strive to provide a comfortable and enjoyable experience for our residents, and I can see that you are not satisfied with your home here. In an effort to address your dissatisfaction, our team would like to offer you the opportunity to transfer to a third-floor apartment, if available, with no transfer fee or to terminate your rental agreement with our Early Lease Termination agreement. If you would like to accept one of these offers, please let us know.
  Thank you,
  ***** at CWS *************

  Customer Answer

  Date: 05/23/2024

  Complaint: 21672649
  
  I am rejecting this response because: I put out a video proving it is NOT normal noise, everyone who heard it agreed as well as those on my social media platform kids screaming, banging to the point my pictures move on the wall, things falling, that not normal at all, I sent you that one but I see you only mentioned the very short videos and not the loud ones that went on for over an hour, I will post that one as well here to let others hear it. I sent them to both office and courtesy officer Monday, as well as three more of the yelling and screaming and banging but you forgot to mention those as well. You forgot to mention as well no one said anything bout an eviction but they need to be moved NOT the one being harassed with all the noise....the city council of housing can even tell you the screaming and banging over and over is NOT normal and that's why I reached out to them as well. I will be sure to ppst the videos of the screamin/yelling and glass shaking etc 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/29/2024

  Hello, the Community Director has reached out to discuss all of the options we can and have offered in order to resolve these concerns for you. If you would like to accept one of these offers, or have any follow up questions regarding specifics, please let them know. Thank you. 

  Customer Answer

  Date: 05/29/2024

  Complaint: 21672649
  
  I am rejecting this response because After speaking with my family, and now that I have the city of **** involved referring me to a law office that deals with housing authority, Im not going to be runoff because somebody doesnt know how to behave, and now that I have the City of **** getting involved among other people Im not going to pack my life up and move because somebody else is misbehaving and not having consequences and thats where the city of **** comes in to enforce the consequences and though I know, it was explained to me that it is a process, and it will take some time I refuse to be run out of my own home by a bunch of immature people. I would rather fight for my peace and not run out of my own home that I have been in longer than they have. I will continue to make complaints the times it gets to it of hand, I actually have to set up a meeting sometime in the next week with this law office that was provided to me. The person harassing should be the one punished and the one to have to pack and move their entire life not the victim. I went 34 years bowing down to people and never defending myself, I will never again do that, so I will continue to live in MY HOME where I signed a two year lease to have that two years to work on owning my own home one day. I have NEVER experienced this, I have always been close, sometimes a little too close with my neighbors from past living, so I am not familiar with my rights when it comes to peace in my home, which is why I have reached out to the city and BBB. I have rights and I refuse to be the one punished for my rights being violated. I stand by this and it wont change. 
  
  Regards,
  
  *************************