Complaints

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

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  Sparrow Living, LLC

  5203 Brodie Lane, Suite A Austin, TX 78745

• 

  Sparrow Living, LLC

  2500 Bee Caves Rd Ste 380 Bldg 1 West Lake Hls, TX 78746-5869

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:08/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is *************************** ******.My complaint is with ********************* ******************************************* this is a 55 an older community. July 16 ***** , was my date to move into a one bedroom at this location. Due to a medical emergency that required surgery, on May the 15, 2024. I was unable to move into the senior apartment. I was also hospitized on June the 23, 2024.I spoke to leasing Mgr. ************************* through phone expressing my recrets of having to cancel my move in. I was never told that, I couldn't receive my holding amount of $350.00 canceled my move. I specifically asked Ms. ******* , leasing agent whom submitted my application of the refund policy, I was told I could receive a refund . Ms. ******* has misinformed me not once but twice or given wrong information regarding qualifications for approval and refund policy. ***************** told me that, I couldn't receive a refund she checked with her general Mgr. I requested to have her general to give me a call and I never got a reply. I have submitted prove that a refund could be made with 90 days of cancelation. I am requesting to be refund my $350.00 . I gave noticed within the allotted time and the apartment was rented out. Unforeseen occurrences happen that I have no control over. Please call me, I can be reached at ************. Thank you kindly, I looked forward to hearing back from the general Mgr. sincerely Ms. *************************** ******.

• Initial Complaint

  Date:03/04/2024

  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 moved into ********************* on 2/29/24. I was told this was a 55+ ACTIVE Community. this is not the case. They are letting residents who clearly are not active move in; my neighbor has COPD and is not clean. I do not want bugs in my apartment as a result of this type of tenant. Also, there aren't any intercoms in the apartments or any way for a guest to get in through the gate without me having to walk down and let them in. I would not have moved in here had I known I was moving into a "nursing" home type environment. I want a refund of the *************** to move, so I can get out of here asap. I feel like I was deceived as I was told it was an ACTIVE Community; they appear to be letting in a lot of lower income people who are not clean!

  Business Response

  Date: 03/20/2024

  Dear Community Member,
  
  Thank you for bringing your concerns to our attention through your complaint submitted to the Better Business Bureau regarding your experience at *************. We take all feedback seriously, and we are committed to providing a positive living environment for all our community members.
  
  Firstly, we apologize for any misunderstanding or inconvenience you have experienced regarding the active nature of our 55+ community. ************* is designed to be inclusive and accommodate a diverse range of lifestyles, offering a wide range of social and fitness activities that are inclusive to all, always fostering a supportive and engaging community spirit. We understand that the term 'active' can have different meanings, and it primarily refers to our efforts to offer opportunities for social, physical, and intellectual engagement rather than the physical capabilities of each individual resident.
  
  Regarding your concerns about cleanliness and pest control, please be assured that we maintain high standards for all of our communities. We have regular pest control services and encourage all residents to report any issues directly to management so that they can be addressed promptly. Your health and safety are our top priorities.
  
  We recognize the inconvenience caused by the current access system for guests. We are continually evaluating our amenities and services to enhance our residentsliving experience, and your feedback is invaluable in this process. Please know that we are exploring possible improvements to make access more convenient for residents and their guests without compromising security.
  
  While we are unable to offer a refund for the costs associated with your move, we are here to support you in making your residency a more positive experience. We are open to discussing your concerns further to find ways to address them effectively.Whether that involves assistance with apartment issues, clarifications about community policies, or exploring other solutions, our team is here for you.
  
  We would welcome the opportunity to meet with you personally to discuss your concerns in more detail. Please contact our management office at your earliest convenience to schedule a meeting. Our goal is to ensure that ************* remains a place where all residents feel comfortable and valued.
  
  Again, we are truly sorry for any disappointment you've experienced. We look forward to the opportunity to make things right and improve your experience at *************.

• Initial Complaint

  Date:02/28/2023

  Type:Order 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 **************, AZ about 5 months ago and filed maintenance requests only to be ignored for each one. I was promised luxury living but received the opposite - dented appliances, dried paint on the floors, a thermostat that was not only placed on the wall (not to code) - too low, but the location kept a mis-read of the temperature in my apartment causing either excessive heating or AC when not needed, padding my electric bills! The door to my patio is broken, I cannot open or lock and have to shove it as hard as I can to open or shut it. The roof flashing on my balcony is exposed and ugly and looks as its falling down. All the baseboards in my place are unfinished and uncaulked. There is constant air in the water lines spewing water all over me when I turn on the faucet. I have requested these issues get addressed to always being dismissed. I was forced to deal with a woman in the leasing office named ***************************. She was very nasty, very dismissive and very rude to me everytime I tried to talk to her about the apartment issues. Another concern is the outdoor security doors are never locked! I do not feel safe living here. Because of the above, I am forced to break my lease and live elsewhere. I do not feel like I should have to pay the total amount to break the lease since the lack of concern for me is forcing me to live elsewhere.

• Initial Complaint

  Date:12/28/2022

  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 signed an apartment contract covering 5/18/21 - 11/18/22. I submitted a letter on 10/1/22 that I would be moving. I received a call acknowledging receipt. She stated that according to my contract, I needed to give 60 days notice and therefore my move-out date would be at the end of 11/22. I thoroughly cleaned the apartment and turned in my keys on 11/29/22. She asked me for my forwarding address. I received a Move Out Statement on 12/19/22 charging me for 1 day of rent, 1 day of renters insurance, 1 day of garage/parking, as well as water, sewer, trash, pest charges and a carpet cleaning charge of $124.48. I am including an estimate that was forwarded to me for apartment ****. It is unclear if the work was completed by the company who submitted the estimate. The Move Out Statement also includes 69 days of trash, pest, water, sewer and utility processing charges. My rent and bills were always paid on time while I was a resident at Mera Vintage. I was never informed that I owed 69 days of trash, pest, water, or sewer charges.I received a refund check copy attached in the amount of $12.16 from Sparrow Vintage Park Owner on December 21, 2022.I am requesting a refund of my security deposit $350.00 that the complex has used to cover the overcharges on the Move Out Statement for December charges.I am also requesting a refund of $198 that includes overcharges of insurance. When I moved in, I was required to submit my insurance declaration page. On 9/29/22, all renters received an email acknowledging that the complex was properly uploading insurance information into our system and correcting accounts that were improperly charged. However, no reimbursement was ever received. The email is attached.

• Initial Complaint

  Date:09/02/2022

  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.

  On July 29, 2022, I terminated my lease at the **************************** Apartments at *****************************************************************. When I moved in, I completed an inventory that clearly identified wheelchair marks and carpet stains on the bedroom carpet. I found out that the prior tenant was wheelchair-bound and had a service dog. The apartment manager wanted to put in new carpet, but I declined the offer, since I have a lung disease and can't tolerate chemical odors - I told her to install new carpet when I move out. Prior to moving out, I cleaned the apartment from top to bottom and left it much cleaner than when I moved in. During the walk-through with *** from **************************** management, I identified the marks/stains on the carpet that were caused by the prior tenant's wheelchair and possibly her dog. *** advised that the carpet would be replaced since it was getting old. Instead of getting a full refund of my deposit, I was charged for steam cleaning the carpet, and the estimate provided to me cited carpet stains and the need to treat for pet odor. I DO NOT use a wheelchair, and I DO NOT have a pet. All of the stains/marks/odor on the carpet were there when I moved in and fully documented on my inventory form. Therefore, I was charged for steam cleaning stains, marks and pet odors caused by a prior tenant. ******************* advised that steam cleaning is a standard service and charge with every move-out.I reached out to the prior tenant, ***********************, who advised that she WAS NOT charged a cleaning fee or carpet steam-cleaning when she ended her lease. She advised that the wheelchair marks and carpet stains were considered "normal wear and tear" for a handicapped apartment.I sent a letter to Sparrow Living LLC requesting a full refund of the steam cleaning. I shouldn't be charged for a pre-existing condition that was fully documented. To date, I have not received a response.

• Initial Complaint

  Date:06/16/2022

  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 applied for an apartment at Sparrow Living Mera ****** (SLMR) after reviewing their Indigo Floor Plan which depicts a normal size shower. After going on a tour, I discovered the shower is NOT a normal size as shown in SLMR Floor Plan, but a narrow, small RECTANGULAR shaped tub that a shower stool cannot fit into. Further, despite the fact these are SENIOR apartments there are NO shower handrails. After ******************* demanded timely RSVP's to tour, wherein I could see any Indigo apartment, ONE DAY BEFORE the tour, **** emailed me stating only Cobalt & 2 bedrooms would be shown! At the tour, asked **** if I could simply walk into one of the open Indigo apartments, using the tape measure I brought to measure the dry wall, at which time, **** tried to embarrass me and said "No, if I let you do it, I'd have to let everyone do it! and I cannot give you special treatment!". Clearly, I did not know asking an UNPROHIBITED question was asking for special treatment! I responded "Everyone does not have a tape measure." ****** late notice of not allowing me to see an Indigo, was inconsiderate & rude, as how can people plan to sell or buy furniture if we cannot see the apartment. **** expects people to sell their Homes without seeing where they're going! ****** sloppy excuse was there were no finished Indigo apartments, yet he showed us UNFINISHED media room, library, pool, community bathrooms, kitchen, business center, yoga room, etc. Further, **** told me I CANNOT SEE the Indigo I would be renting indefinitely BEFORE I sign a Lease. Had I know this I never would have applied for an apartment, as I try on and see a dress before I purchase it & look at an actual car before renting! If I do not receive an expedient FULL REFUND, as I was DEFRAUDED, I will turn this matter over the ********** of ****************** State ************************** I would NOT rent from Sparrow if an apartment were provided for free!