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:03/05/2025

  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.

  ONCE AGAIN I AM SUBMITTING A COMPLAINT AGAINST THIS BUSINESS. Every year I have tried to get in touch with the regional management and every year Im blown off. So here we go again.the apartment name was TwentyFive25 in ****** *****. Me and my roommate at the time got evicted I NEVER got court papers or anything so I didnt show up and Im not sure if my roommate didnt either. And we cant settle this debt because its no where to be found, All the companies that Twentyfive25 have referred us too, none of them have it, and we cant pay through the courts. And we cant even pay the apartment complex them selves.We are entitled to a release of judgement as stated by THE COURT!!! yes I called the county where it was filed and they said to ask the property for a release of judgement but whenever I try to contact management I get blown off every single year. I take a few weeks out of my time for this only to be blown off. Im sick and tired of getting the run around. Can someone please just contact me and we can talk this out.

  Business Response

  Date: 03/14/2025

  Hello, 

  
  We understand your frustration and appreciate you reaching out regarding this matter. Our team has made multiple attempts to contact you and left voicemails, but we have not received a response. We are committed to assisting you in resolving your concerns.
  Additionally, if you would like to discuss this further, please provide your best contact number and availability, and we will ensure that someone from our team reaches out to you directly.
  We genuinely want to work toward a resolution and appreciate your cooperation in helping us move forward. Please let us know how we can assist.
  
  Best regards,
  

   

• Initial Complaint

  Date:02/28/2025

  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.

  At the beginning of last week, Tuesday to be more accurate our hot water stopped working. Sometimes they give us a heads up when they are going to cut our water but this time they did not say anything. Wednesday came around and we had a cold front, it was very cold. Temperature felt in the 20s and we still didnt have hot water. I decided to call the front office and the girl in the front (receptionist) said they were coming out to fix it but could not give me an estimate when they would fix it. The freezing temperatures remained until about Saturday and we still didnt have any hot water. I had to keep warming up water on the stove. I have two babies under two so thats the only way that I could bathe them. As far as their dad and myself, we had to continue to shower with cold water. On Monday I called the office and the same girl told me that the issue will be fixed by 2pm, came 2pm and we still didnt have water. The next day, called again and she told me the same thing. Crazy thing is the manager NEVER answers the phone. She just leaves it up to the receptionist to say sorry. Yesterday they sent out a text message saying all water will be shut off due to emergency nothing to explain or let us know why. We called the front office and again we were told the hot water will return by 2pm. Came 5pm and their was still not hot water. Its been more than 7 days and we still dont have an explanation why. I called and called and called and they turned off their phone, Im guessing so tenants would stop calling. Finally before closing they picked up their phone, they said to give it time for the water to heat up. 45 minutes passed and water was still cold. My husband went to the front office and they told him pipes were broken and it would be fixed today. It is absurd that its been this long. Theres elderly and children living here. These are not conditions to live in, mostly the fact that they give you a run around and cant explain what is going on.

  Business Response

  Date: 03/14/2025

  Hello, 
  We truly understand your frustration regarding the recent hot water issues, and we appreciate you bringing this to our attention. Our team has been working diligently to resolve the matter, and we acknowledge that the communication could have been clearer throughout the process.
  Please know that our Regional Manager, ******, has reached out to you directly to address your concerns. You have also been provided with a contact number should you need any further assistance. If you continue to experience any issues, please do not hesitate to reach out. We appreciate your patience and the opportunity to improve your living experience.
  Best regards,
  

• Initial Complaint

  Date:01/20/2025

  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.

  As per contract and management, I was told deposit would be refunded 30 days after turning in apartment. Apartment was turned in good condition but refund was never given to me. I have tried contacting management and they keep saying I am eligible to receive deposit but that they dont know why I havent received and that it is an issue with accounting. It has been incredibly difficult recovering this money. Please advise.

• Initial Complaint

  Date:12/09/2024

  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.

  I used to rent a 1 bedroom apartment managed by this company. I paid a refundable deposit of $600. As per the lease agreement, they were supposed to refund the deposit in a few months. However, even after almost 1 year of moving out, they have NOT refunded any money. I have sent them ***** emails. They either dont respond or they give a standard "we are looking into the issue" response, but they never get back. I have tried calling them on their phone number but nobody answers the phone.Property address: ******************************************************************************************

  Business Response

  Date: 12/10/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the delayed refund of your deposit and the challenges you've faced in obtaining a resolution.
  Please note that GVA Property Management no longer owns or manages the property located at *****************************************************************************. As a result, we do not have access to the funds or the ability to process deposit refunds for this property.

  If you require any further clarification, please let us know, and we will do our best to assist.
  

  Thank you. 
  
  

  Customer Answer

  Date: 12/17/2024

  Complaint: 22656824
  
  I am rejecting this response because:

  It is true that they currently don't own the property, but they were the ones I paid the deposit to. The current management RPM Living has responded saying GVA management has the deposit money and they should be the one refunding it as they were managing the property while I was there. PFA email response from RPM Living (current management).
  
  Regards,
  
  Drona Banerjee

  Business Response

  Date: 12/17/2024

  
  Hello,
  

  Thank you for reaching out. Please note that GVA Property Management no longer owns or manages The Park at ************. As a result, we do not have access to the funds and are unable to process your refund request.

  Thank you. 

   

• Initial Complaint

  Date:11/04/2024

  Type:Facilities 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 moved into Club of the *************** in March 2024. This is a five floor complex with an elevator. So far, the elevator has been inoperable over 1/3 of the time we have lived here. Now we are being told that it needs to be replaced and they will not be replacing the elevator when they run out of temporary fixes.

  Business Response

  Date: 11/11/2024

  
  Hello,

  Thank you for reaching out and sharing your experience. We understand how essential the elevator is to our residents and their quality of life at ****************. Please be assured that we are committed to addressing any elevator issues promptly whenever they arise. Our maintenance team and third-party contractors have continued to make repairs as needed to keep the elevator functional, and it is currently operational. We appreciate your patience and understanding as we work to maintain a comfortable and reliable community for all residents.

  Thank you.

  Customer Answer

  Date: 11/12/2024

  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:10/02/2024

  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.

  I am writing to file a formal complaint against GVA Management regarding their failure to return my security deposit after I moved out of one of their properties. I lived at ***** on ********** (**********************************************) from 2021 to 2023. Upon moving in, I paid a $200 deposit, which has yet to be returned, even though I vacated the property on September 23rd, 2023.Since moving out, I have made numerous attempts to resolve this issue by calling, emailing, and speaking in person with representatives of GVA Management. However, *** insists that the new management company, which took over soon after my move-out, is responsible for returning my deposit. This has left me stuck in a cycle of disorganization, miscommunication, or potentially intentional stalling tactics.What is clear is that GVA has shown no serious effort to address my concerns, and I have been subjected to over a year of false promises and delays. Under Texas Property Code Section ******, landlords are legally required to return a tenants security deposit within 30 days of vacating the property. *** has not only failed to comply with this law but has held my money illegally for over nine months.I request the BBB to intervene and hold GVA Management accountable for their failure to meet legal obligations, poor business practices, and ongoing neglect of tenant rights.Thank you for your attention to this matter.

  Business Response

  Date: 10/11/2024

  Thank you for bringing this matter to our attention. We take all concerns seriously and would like to assist in resolving this issue. To address your specific situation regarding the security deposit, we kindly ask that you contact our office directly at ************. We will review the details with you and work to ensure that your concerns are handled appropriately.
  
  We look forward to speaking with you and working toward a resolution.
  

• Initial Complaint

  Date:09/27/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 writing to formally follow up on the unresolved issues I have been experiencing at ***************. Despite multiple attempts to address these matters, there has been no response from Lakeside Villas Management or GVA.On June 4, 2024, my attorney, ***** *******, sent a legal letter outlining our concerns, yet we have not received any communication regarding this. Since then, I have submitted several repair requests through the portal, detailing a timeline of notifications and responses. Unfortunately, there has been no action taken to fulfill the landlord's obligations to make timely repairs, as required by both our Lease and Texas law.The situation has escalated, now posing serious health and safety risks to my five-year-old daughter and me, including issues with rodents, ***** matter, and mold. I have documented my maintenance requests, which align with my notification obligations under Section 92.056(b)(1) and (3) of the Texas Property Code.The landlord's failure to address these urgent matters constitutes multiple breaches of our Lease and violations of state law. Per Section 92.056(d), a seven-day timeframe is presumed reasonable for repairs. However, given the severity of the issues, even this period is insufficient. I previously sent a Termination Notice under Texas Property Code Section 92.056(e)(1), providing 30 days' notice and paying the prorated rent for that month.I am particularly concerned about the attempt to charge my account $3,214.88 for early termination and a late fee. My attorney has addressed this issue in an email dated September 24, 2024, left a voicemail for *** representatives and has not received any response. Please be advised that we reserve all rights under the law to contest any improperly levied ******* stated, I terminated the lease for cause due to the landlord's failure to meet obligations under both the lease and Texas law. Therefore, no early termination charges should be applied.

  Business Response

  Date: 09/30/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand your frustration and would like to clarify that many of the issues you mentioned were related to the actions of previous staff members. Since the new team has taken over, we have been working diligently to address all concerns.
  
  Our team, led by Rufus, has already addressed your concerns, and Rufus and Felisha revisited your unit to ensure everything was fully resolved. Please know that we take your concerns seriously and remain committed to resolving any outstanding matters.
  
  While the prior staff may not have handled things to your satisfaction, we are doing everything we can to improve the situation moving forward. Felisha has been in ongoing communication with you, and we hope to continue working together to find a positive resolution.
  
  Thank you for your patience as we work to correct these issues. Should you have any further questions or concerns, please don’t hesitate to contact our office.
  
  

  Customer Answer

  Date: 10/01/2024

  Complaint: 22348490
  
  Dear GVA - 
  
  I am formally rejecting your response regarding Complaint 22348490 due to the ongoing lack of communication from GVA. The issues I submitted through the portal, as detailed in the attached legal letters, were all raised while your staff was still in office. Consequently, we felt compelled to send a legal letter on June 4, 2024, which remains unanswered. Additionally, we sent a second legal letter on September 17, 2024, and have yet to receive any acknowledgment or response.
  
  I demand to know why no one from GVA has made any effort to reach out and address our claims. This lack of communication regarding serious issues is unacceptable.
  
  During a recent visit from Rufus and Felisha, I reiterated my concerns and detailed the various problems affecting my residence. Felisha mentioned she had only been hired a month ago and was unaware of the ongoing issues. She confronted Mark Stanford about the situation, only to be told he had no knowledge of who I was or why I had sent the initial letter. I provided evidence—such as the voicemail left by Mark on June 4 and our call log — all of a sudden he could remember and apologized about everything and why the issues with my resident weren't resolved in timely manner.  Felisha also expressed her frustration with GVA's handling of this matter, stating that I am not the only resident facing such challenges, and suggested that GVA’s practices resemble those of a slumlord.
  
  Furthermore, there is considerable confusion regarding the fee for the termination of the lease. It is troubling that GVA charged me this fee when it was GVA that breached the lease under Sections 92.056(b)(1) and (3) of the Texas Property Code. According to Section 92.056(d), GVA's actions clearly warrant reconsideration of that fee.
  
  While Felisha has shown support and echoed my frustrations, my primary issue remains with GVA’s failure to respond. It is imperative that we receive a timely and adequate response to these serious matters so that we can work towards a resolution.
  
  Regards,
  
  Grayson Crane  
  
  
  

• Initial Complaint

  Date:09/27/2024

  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.

  ****** from ************************* in ************** ***** has withheld money from me. I paid rent for the entire month of July but was kicked out of my unit on July 9th (no eviction or anything because she did not want to deal with the paperwork). With my rent being 1580 Therefore I am owed $51 dollars for everyday I did not live there in the month of July. She refused to talk to me and refused to give me back my money! Again her name is ******! I have also tried to contact gva management for months and no answer. I have left voice mail after voice mail and NOTHING.

  Business Response

  Date: 09/30/2024

  Thank you for reaching out to GVA Property Management. At this time, we are unable to process a refund due to a breach of contract. If you would like to discuss this matter further, we kindly request that the leaseholder contact our office directly to speak with a member of our team regarding the account.
  
  

   

• Initial Complaint

  Date:09/03/2024

  Type:Facilities 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.

  *Charging a pest control fee and not providing the service the way the should *Property is ***** infested *Continuously opening work order for repairs and nothing gets resolved *Very poor upkeep of the grounds *Very poor customer service I have a rotting moldy sink that was contributing to the ***** issue and up to now it has not been replaced. I keep getting the run around about it no follow through, I reached out to corporate for help and they are the same way with no follow up. It has been over a week and no one has reached out. The A/C is not functioning properly and they came out once turned it down to 68 and took off filter and that was the resolution, This happened after several times of reaching out and opening work orders that would get completed later to find out they didnt even have a key to get in, but was being assured they would get taken care of. Kitchen sink is leaking and theres a leak in the restroom I had the A/C leaking for 2 days before they came out to fix and my floor was full of water it was not a small leak took me talking to 3 different people and a ton of unanswered calls before they sent someone out.

  Business Response

  Date: 09/11/2024

  Hello, 
  
  Thank you for bringing your concerns to our attention. At *********************, we take the comfort and satisfaction of our residents seriously and are committed to addressing any issues promptly.
  
  According to our records, your apartment received pest control treatments on July 29, 2024, and August 19, 2024. As a further precaution, I will reach out to you today to confirm if you would like additional pest control services, as we have pest control scheduled for 9/9/2024. Additionally, we recently switched pest control providers to ensure we are effectively addressing any pest-related concerns.
  
  I understand that work orders are important to you. Based on our records, one of your work orders was completed on July 15, 2024, and another on August 12, 2024. To ensure everything is in order, I will have our maintenance team visit your apartment today (9/9) to check if any additional work is needed.
  
  Regarding the upkeep of our grounds, we have a dedicated team of lawn care professionals maintaining the property weekly. Additionally, our maintenance personnel start each day by tending to the grounds. Cleanliness and upkeep are a priority for us.
  
  We are committed to providing excellent customer service and understand the importance of seeing things from our residents' perspective. We want to make sure all your concerns are addressed, so I will also have maintenance take a look at your sink and air conditioning system today to resolve any outstanding issues.
  
  Thank you for your feedback, and please dont hesitate to contact the property manager directly if theres anything else we can assist with.
  

• Initial Complaint

  Date:08/16/2024

  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.

  Upon moving out of the Reserve at ******** in *********** this past April, my family and I diligently documented the condition of the apartment through comprehensive before and after photos, supplemented by a video walkthrough conducted at the time of departure. We took these precautions to ensure transparency and accuracy in our move-out process.To our surprise and dismay, we recently discovered that charges allegedly related to property damage have been sent to a collection agency without any prior notification from your office. This unilateral action has not only caught us off guard but has also raised serious concerns about the fairness and transparency of the process.It is important to note that prior to moving into the apartment, we meticulously documented existing damages through written records and photographs, which were duly retained for reference. Furthermore, at the time of our move-out, we explicitly requested a walkthrough inspection to address any potential issues. We were informed that such inspections are conducted only after 48 hours post-move-out, a policy which we adhered to despite our relocation out of ************Given these facts, it is evident that the claims of property damage are unjustified and lack substantiation. The lack of communication and procedural transparency in this matter is deeply troubling and requires immediate rectification.Therefore, I kindly request the following actions to be taken:Stop the collections of the ******, we are not paying for the paint or carpet that was going to be replace anyway due to units being renovated as people move out.

  Business Response

  Date: 09/06/2024

  We appreciate you reaching out to us regarding this issue. To ensure your concerns are handled appropriately, we ask that you connect with the Property Manager directly. They will be able to assist you in reviewing your request and discussing any available options regarding your contract.