ComplaintsforValiant Residential

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for over 7 days waiting for them to come and repair the dryer. I have my parents in the apartment and they are 90 and ******************************************************************************** bed and their sheets have to be changed all the time. I have left several messages at the office in person and also several messages on the phone, including an emergency one, and no one does anything. The phone number for this complex is *****************

  

  Business response

  07/30/2024

  Hello,

  Last Thursday, we repaired the dryer by replacing the heating element, vacuuming out the vents, and running the dryer for several minutes to ensure it was working properly. We have recently been short-staffed and had to part ways with our lead technician and another team member last week, which caused delays in addressing work orders. However, these staffing issues have now been resolved, and we are back on track to provide timely service.
  
  Thank you for your understanding.
  
  Best regards,

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A timeline of my largest problem, mold in HVAC closet, is below. Pictures have been attached. 5/10/24 - Move in 5/26/24 - I found walls of mold in my HVAC closet (photos attached). Upon discovery, I immediately contacted the community through the email that I have always communicated with. This apparently led to a miscommunication within the office, and nothing was done or discussed. I was informed by the community manager that this was because I did not email the correct email address.5/30/24 - I was informed that maintenance would be available the next day, but they did not show. I understand the concept of a contracted company doing repairs but to give a timeline to someone that must take off work but never show, is rather inconvenient. However, I was informed by the community manager that timelines should not have been given out. When the company was able to come, they proceeded to clean the wall with cleaner and paint over the mold.6/28/24 - large leak in HVAC closet. Maintenance brought a fan to dry. 7/10/24 - mold was found and went to office to inform. I received an email informing me that repairs were scheduled for the next day. They never showed and I was informed by the office that the repairs are being done by a contractor so no reliable time was going to be given.7/12/24 - mold was cleaned and painted over. Again. 7/17/24 - I put in my 60-day notice to the community and assistant manager. Living with constant mold growth that keeps getting painted over and not treated, is not an option. I received no response from the property. No guidance and absolutely no help. I had to go to the office in person to receive any kind of answers. I am being told to pay the early termination fee of $1950 as well as fulfill 60 days rent. For their lack of help on this property, for their lack of trying, and for their lack of doing. I have tried to find how to contact the property management company but theres no way to do that.

  

  Business response

  07/23/2024

  Hello,
  
  I apologize for any inconvenience and discomfort this has caused. We would love to discuss relocation options with you. Please contact or visit the office at your earliest convenience.
  
  Thank you.

  Customer response

  07/29/2024

  I am rejecting this response because: Management did not respond to my notice until AFTER I sent in a complaint. Even with emails asking questions, going in person to the office, and phone calls.
  The solution was to move me units but there is no use in that when its management that fell short. If the severe mold would have been taken care of in a safe and efficient way, Id be happy to stay. But because property management and maintenance support lacked, the mold is growing back. Again.
  Im not fully understanding of why I have to pay $1950 plus 60 days of rent but in the words of the on-site manager, they provided every solution possible. For mine, my childs, and my pets health, it is best we move on. 

  

  Business response

  07/30/2024

  Hello,
  
  We apologize for not meeting your expectations. Management has decided to waive your early termination fees. We wish you and your family the best on your new journey and are here to assist with any questions or concerns during your notice period.
  
  Best regards,

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in this apartment for 3 years. I am moving out on July 14th. Day one - doors didnt lock, sink didnt drain, toilet ran constantly, mold in closet, AC broken. Only thing that ever got fixed was the broken sliding door. They were made aware of mold, roaches, threatening neighbors, and maintenance issues. I was yelled at, blown off, threatened with eviction, and given violations for asking to get things fixed. Now, I was overcharged last months rent. It was supposed to be $555, I got charged $1149. They will not give it back to me and said it will be used for move out costs now. I have years of emails, pictures of unsafe living conditions everywhere, police reports, and written acknowledgment from corporate acknowledging these problems and still havent gotten anything fixed.

  

  Business response

  07/11/2024

  Hello,

  In response to the allegations submitted, the statement was untrue. The resident was non-renewed due to violations regarding their behavior towards employees, outside vendors, and fellow residents. We have documented instances where the resident's behavior was threatening. On several occasions, when a maintenance technician or a third-party vendor responded to a work order, the resident would open the door screaming and slam it in their faces, repeatedly refusing entry. The resident was also asked to leave the leasing office multiple times for screaming and cursing at staff.
  
  The non-renewal notice specified a move-out date of 7/29/2024, which is the lease contract's end date. However, when the resident contacted Regional Manager ***************************, they agreed to change the move-out date to 7/14/2024. Unfortunately, the account was not updated with the new move-out date. As a result, the resident's payment on 7/4 was for the prorated amount based on the original move-out date of 7/29/2024. *************************** promptly addressed the issue and arranged for a refund check to be sent overnight to the resident. The refund check was provided to the resident on 7/5/2024 in the leasing office.
  
  Please let us know if you need any further information.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The tow truck company hired.My car was towed from Westwood townhomes in the city of ***********, ***** 6/28/2024 around 6:15 and 6:30. called to see if the tow company CARS had my car and the hung up on my 5 times then by the 7 th time I spoke with a guy name ****** (mgr) and a guy by initials X.S. who I asked him what kind of tow truck did you all use to to my car because it has to have a flatbed due to it being a front wheel drive and and pull or manipulation of my car will cause it not to start properly or not at all and my alignment is out of wack .. I asked (******) and X.S, both doesnt know and that my car is fine . And I asked him how do you know if you dont know what type of the you all used .So clearly they used the tow that pulls the 2 wheels and the took my car about 30 mins The tow truck called C.A.R.S took my car off because they say it wasnt registered. I informed them my car was registered. How ever they didnt not tow my car off with the proper tow truck because when I got my in my car my dashboard lit up with error codes DRIVE TRAIN ,Tire Monitor MALFUNCTION , and Stablization error and engine not started error ABS LIGHT and my factory alarm sounds off randomly without any noise .As I got back in my car to drive off my car started to do extra work such a jumping forward as its in movement. I own a plug-in hydrid *************************************************************************************************************** not at all .

  

  Business response

  07/14/2024

  Hello, 

  
  We have made contact with the resident and directed them to management at the towing service for next steps. Please note that our property, ownership, and management do not tow vehicles and are not liable for any damages incurred. This issue was not reported to us prior to this posting.
  
  Please let us know if further information is needed.
  
  Thank you,

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My roommate and I moved to the ******* in ************* in February 2024. Since then we have had multiple problem with the unit and the staff at the *******. We have received multiple emails of the water being shut out without a time frame on when it will be turning back on. Another problem recently is our A/C system. We had to call the emergency line because the temp was at 85 degrees when it was set at 65 degrees. When we called the emergency line they stated that the only emergency would be flooding that they consider a true emergency. We left a voicemail on the emergency line. We got a call back later that day where the guy was rude because we had left and that he needed us there because he didnt have a key to get into the apartment due to the office being closed. When we arrived the guy was working on the unit he stating that the a/c unit wasnt staying connected and that he would tell the office. We did put in a work order also we were not contacted to let us know if it was completed or if they were going to come back and look at it closer. We went back on Monday where it was cooler but the next day it wasnt working again. I call the office to see if they can send someone to fix it a hour before they closed. When I talked to the front desk letting her know that it was ********************************************************************************************************************************************************************* the morning. We have not heard nor know if someone has came to look at the unit. Lastly we have contacted them via email where they have requested to inform them of the situation where they have not responded where it was sent two days ago. At this point we are wanting to get out of the lease but they are asking for a buyout and 60 day notice. It is two hot in the middle of summer to have no a/c. Picture are provided.

  

  Business response

  07/08/2024

  Hello,

  At The Warwick, we occasionally need to turn off the water for routine and emergency repairs, notifying residents via mass emails. For routine repairs, we provide an estimated timeframe, but emergency repairs may not allow for this. We advise residents to fill their tubs for water access and provide clubhouse access for those affected.
  
  On June 24th and 25th, we had to shut off the water to install a new valve and repair leaks. Emails were sent advising residents to prepare, and the clubhouse was made available.
  
  *********************** and ***************************** live in Building 17, affected by these shut-offs. They submitted five work orders, mostly for HVAC issues, which were promptly addressed. 
  
  On July 5th, ********* confirmed her A/C was working and canceled her move-out notice.
  
  Please let me know if you have any questions.
  

  
  Best regards,

  

  Business response

  07/08/2024

  On Monday, June 24th the water was shut off to allow Aces-3 Plumbing to install a new shut-off valve and repair a leak in the main line. During the repair they found a leak on the city's main line. The water was shut off again on Tuesday, June 25th so that the city could repair their main water line. Emails were sent both days advising residents to fill their tubs for water access before the repair began and we provided access to the clubhouse for all residents affected by the water shut-off. *********************** and ***************************** live in building 17, the shut off valve that controls the water to buildings 15,16 and 17 was broken and could not be shut off.  Prior to June 24th and 25th the most recent water shut off to buildings 15,16 and 17 was November of 2023. They have received water shut off email notices for other buildings. 
  
  ***************************** submitted a total of five work orders, four for HVAC issues, one was a duplicate and one to give a 30-day notice to move out due to repairs. 
  Maintenance responded to each request the same day. I also had a HVAC contractor service the units. 

  I followed-up with ********* again on July 5th and she let me know the A/C was working well and asked me to cancel the notice.

  Please let me know if you have any questions regarding this matter.

  
   Thank You

  Customer response

  07/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have turned in 5 plus work orders for a new hot water heater. Every time they come out they turn the temp up on the heater. Now the water is ice cold has been reported twice this week with no help. My 4 year old granddaughter had to take a cold bath due to this. They office is always closed and do not return phone calls during business hours.

  

  Business response

  06/27/2024

  Hello,

  We apologize for the inconvenience you've experienced with your hot water heater. We understand how frustrating this situation is, especially with a young child involved.
  
  Please be assured that we are taking this matter seriously. We will personally escalate this issue to our maintenance team to ensure it is resolved as quickly as possible. Can you provide the name of the apartment community in which you live?
  
  Your feedback helps us identify areas for improvement, and we're committed to making things right. If you have any further concerns or feedback, please don't hesitate to reach out to us directly to our **************************** at *********************************.
  
  Best regards,

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting my money be refunded to me in the amount of ****** with a service fee charge to bring the amount to ******

  

  Business response

  06/26/2024

  Hello,

  This issue has been resolved. She was refunded her money directly from BILT. This complaint was submitted prior to the resolution. If you would like to discuss your concerns further, please reach out to our **************************** at *********************************
  
  Thank you.
  
  
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have reached out multiple times to the Propery Manager ********************* at ************ in ********* *****. We have also reached out to corporate multiple times and they will not do ANYTHING. They are violating our lease agreement and allowing others to do so as well. We made sure to leave a paper trail and capture video evidence for proof. They are blasting music early In the morning outside of quiet hours and the property manager is telling us to deal with it if no one else is complaining. Police were contacted, we provided them the report number and they ignored it. Police also would not come out. This is a direct violation of our lease and we want to be allowed to break lease giving a 30 day notice instead of 60 since they won't do anything. Some fees also need to be waived if we are moving because they are violating our lease and not just because we chose to for nothing. We feel EXTREMELY discriminated against.

  

  Business response

  06/27/2024

  Hello,

  This issue was resolved on May 20th. We spoke with the resident this morning, and they confirmed that the problem has been resolved and has not recurred.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out in August of 2023 and was told I would get my Deposit Refund Check back. After trying to communicate for 4 months, Valiant Residential decided to leave as management for the apartment complex I was in and did not give me my refund check. When I tried to ask them to look into it they said the new management would take care of it. When I talked to the new management they said that Valiant should've resolved this within 30 legal days. To this day, no information from them has been given and I still don't have my deposit refund.

  

  Business response

  04/30/2024

  Dear *******,
  

  
  We sincerely apologize for any inconvenience you have experienced regarding your refund. Please understand that as the former management company for Starlite, we no longer oversee the bank account associated with this property. Consequently, we lack the authority to issue a new refund check.
  
  We completely acknowledge your frustration, and we empathize with your situation. We understand the importance of timely and efficient resolution, and we regret any delays or complications you may have encountered during this process.
  
  Rest assured, we have communicated your concerns to the owner. They are now fully accountable for handling your refund request and ensuring its prompt processing.
  
  Once again, we apologize for any inconvenience this situation may have caused you. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Thank you for your understanding and patience.
  
  Warm regards,

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our move in date was Sept 1, 2023 and right off, the carpet upstairs looked like someone walked through white paint. The carpet in the stairs had to be replaced. The 3 vents upstairs still haven't been fixed. The upstairs bathroom needs the baseboard fixed. There is a huge hole in the wall next to the water heater. Our garbage disposal stopped working 4 weeks ago. It was replaced, worked for a day and stopped working again. The upstairs balcony door needs to be fixed and there are still issues that need attention. The staff here @ ******************* are lazy, rude and uncooperative. They have lied repeatedly saying things were on order when nothing was ordered to begin with. The 1 and only maintenance guy here is so back logged with repaired and the office will not order supplies for him to do his job. Staff in the office and maintenance change at least once per week. When the office is scheduled to be open it's locked and they do not answer the phone, return calls or messages. We have a jacuzzi tub upstairs that doesn't work and they refuse to hire outside contractors to fix it. The regional manager is very confrontational. For $1100 a month in rent this is the worst place we have EVER lived. Please help us because my next step is going to be trying to get a class action law suit started. We also need the main gate fixed since it hasn't worked since BEFORE we moved in.

  

  Business response

  04/25/2024

  Hello,

  Our top priority is making sure our residents are happy and comfortable. We take every issue seriously and work hard to solve them completely. With careful effort, we've completed all needed repairs and ensured the resident's approval. This shows our ongoing dedication to creating a community where everyone feels welcome and cared for.
  
  We truly value your residency at *******************, and we are committed to improving your living experience. Please don't hesitate to reach out if you have any further concerns or if there's anything else we can assist you with.
  
  Sincerely,

*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. ↩