Complaints

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

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  Valiant Residential

  12001 N Central Expy Ste 1250 Dallas, TX 75243-3941

  
• 

  Park Avenue

  3800 NW 79th Terr. Gainesville, FL 32606

  
• 

  The Reserve at Palmer Ranch Apartments

  4110 Winners Cir Sarasota, FL 34238

• 

  Valiant Residential

  2550 Citrus Tower Blvd Clermont, FL 34711

  
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  Red Cliff Apartments

  5800 Main Ave Durango, CO 81301

  

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:06/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently residing at Skyview West Apartments and have for over 16 months now. Today Saturday 6/11/2022, we broke a record for a heat wave in Fort Worth, TX. I returned to my apartment around 7:30 this evening and noticed that there was warm air blowing through my air conditioning vents in my home. At that time it was still 99 degrees outside. It was 78 in my apartment because the air had just started to have that problem. It is now 86 degrees in my apartment after 13 calls for help to fix my AC. When you call the after hours maintenance emergency number for repairs the message states that if you are experiencing a maintenance emergency and you would like an "on call representative" notified "immediately" press #2. You then get another recording stating that you have accessed the emergency services line stating that they consider only emergencies to be; No heat, a broken water line, a broken window or lock, a clogged toilet. They don't consider no air conditioning when it's 99 degrees outside and now as I write this, 88 degrees in my home. I explained on multiple messages that my wife Mary has a hard time breathing in the warmer weather due to high allergies that are exasperated when it gets that hot. The recording goes on to state that if you are experiencing a maintenance emergency, leave your name, #, and a representative with be back with you ASAP. Well I can say that 14 calls and 3 1/2 hours later, that is not the case. How is no air conditioning when tonight it's 99 and tomorrow it will be 107 degrees, not an emergency ? I pay a lot of money to live here and the rent just went up almost $200 recently. It seems to me that I should be able to live in my home with working air conditioning without worrying about the health of my wife as well as my pets. I mean what am I supposed to do tomorrow ? This isn't right, I have rights as a paying tenant and customer to this apartment company, the least of which, is be able to remain comfortably in my home. Thank you

  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 7, 2022/07/06) */ Dear Mr. *******, We're sorry to hear about the recent issues you experienced regarding your air conditioning. We understand the importance of a well maintained apartment unit on your satisfaction. We do understand that our maintenance teams were unable to immediately resolve this situation, but at this time the AC has been fixed and we've provided you with additional contact information for our teams. If you have any further questions or comments, please contact our Resident Services Department at [email protected].

• Initial Complaint

  Date:06/09/2022

  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 was recently going through the exit gate of magnolia creek apartments, and as I'm exiting the gate closes on my vehicle. Now I have a wrecked vehicle that is destroyed because of a miss malfunctioning gate

  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/06/23) */ To whom this letter may concern: ******* ******** is requesting vehicle repairs for his vehicle from our Community Magnolia Creek Apartments. Mr. William was visiting the property when the accident happened, Magnolia Creek doesn't have any footage of this incident that allegedly happened at our community. Our company has signage posted on our gates and we have taken all precautions to prevent any type of malfunctions. We haven't had any reports of malfunctioning gates. The community has not received any reports from residents or visitors regarding concerns with our gate system. Our gates have been operable and running very well. In addition, a third vendor has also been requested to inspect and report any malfunctions. The gate was reported to be in compliance. Our Community Manager did inform Mr. ******** that he can reach out to his insurance company to request repairs for his vehicle. Per our signage that is posted on the exit gates state "Owner/ Management is not responsible for damages to vehicle or malfunctions of automatic gate". I have added pictures for your review. West Creek Apartments never want our residents, prospects or visitors to have to deal with any damages to their vehicles or property. We make an effort by placing several different signs to alert drivers approaching the gates to approach slowly (Gate will open).

• Initial Complaint

  Date:06/07/2022

  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.

  We no longer have access to the exact dates that maintenance requests occurred in 2021 due to the database being reset apparently, but we do have multiple conversations between people that show when each problem occurred. Starting in late September or early October 2021, our AC starting leaking slightly from one spot. It was an extreme hassle getting this taken care of as it took 2 weeks of complaining for them to fix it, but after the fix, we were content and it was fine because we had working AC again. Fast forward to December and it starts leaking again, but now the wood has been damaged enough from both times, that it is branching out and leaking from around 10 spots all over the carpet; it is so spread out we are having issues keeping everything dry at this point. This happens three more times in February, May, and this past week; each time it starts leaking again, it is worse and happening more frequently (we are at a point where turning the AC off doesn't even slow the leaking). That's all that has happened (regarding the AC, we have plenty of other issues that occurred with them) up to today. We had maintenance come in for the fifth "fix" this morning, only for it to start leaking within the hour, however, the wall was damaged in the "repair" and now the wall is cracked and leaking water out of the wall now at an accelerated rate. We returned to the office immediately to beg for something to happen, which all they said was that they'll send maintenance again. They never came. It is reaching 90 degree weather and we have animals and it is dangerous to live inside this apartment now. The entire space smells like mildew now and I am sure mold is growing, and we can hardly run the AC. I don't know what to do or who to reach out to, so I am resorting to filing a complaint with the BBB. We like living here, but it is becoming inhospitable and we have a lease until December. We would like to get the AC fixed, but ending the lease seems more likely.

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/13) */ Hello, We are requesting more details from the customer regarding this complaint - please have the customer provide the address of the apartment community that his complaint is in reference to. Thanks, Kind regards, Yvette Garcia Office Manager Valiant Enterprises

• Initial Complaint

  Date:06/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in gateway pines for little over a year. We have been great tenants and the property manager has even bragged how good we are to our next apartment complex. Upon move out , gateway pines is mischarging us for items we didn't install in the apartment and actually came with it upon move in. I'm being incorrectly charged for general wear and tear such as furniture dents in carpet due to it staying in the one spot over time and they are claiming as "damage", when it just needs to be aired out. My total comes out to almost $900 with my deposit applied to it. These are wrongful charges and go against our lease agreement and Texas tenant laws. I have taken video proof upon move out and their claims doesn't match my video . Im more than happy to provide.

  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 10, 2022/07/06) */ Dear Ms. ********, At Valiant Residential, we strive to offer our residents a pleasant and positive living experience. We're sorry to hear about the issues that you faced upon move out and the related frustrations. Wherever possible, Valiant Residential is committed to maintaining a mutual resolution. As such, our teams have looked into this matter and have been in contact with you regarding next steps. If you have additional questions or comments, please feel free to contact our Resident Services Department at [email protected].

• Initial Complaint

  Date:05/29/2022

  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.

  Our apartment recently instated a policy that if a package we receive is not picked up within 7 days we will be charged a fee of $45. They in fact charged us $45 already. They initially offered no explanation for the charge, we just received a text from the property manager Juan stating that we owed $45 and needed to pay immediately. I reached out to the office via email to get an explanation about the charge. They did not respond. I emailed Juan and Lauren ******* who is Juan's supervisor. She routed me back to Juan who took 10 days from my initial inquiry to respond. He told me about the new rule over the phone. He also said that we had a package to pick up and asked me to meet him in the office on 5/28 to pick it up. I went there only to learn that there was no package. Juan searched the office and could find no package. He offered various excuses as to what could have happened (ie maybe a coworker moved it, maybe my husband picked it up and forgot to tell me, etc). He had already reversed the charge to our account as a "one time courtesy" and stated that going forward we would not be extended this same courtesy again. We have never received any formal notice of this new policy and only learned of it's existence after emailing, calling, and visiting the office in person. Ultimately we had not actually violated the policy and in essence they attempted to charge us for something we did not do. They also violated Section 92.013 of the Texas Property Code - Notice Of Rule Or Policy Change Affecting Tenant's Personal Property (a) A landlord shall give prior written notice to a tenant regarding a landlord rule or policy change that is not included in the lease agreement and that will affect any personal property owned by the tentant's dwelling.

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/08) */ This is an unfortunate case of delayed communication and a misunderstanding of relayed information between staff and resident. Delays in our response time were due to a temporary staff shortage in the office and unfortunately we were not able to get back to this resident as quickly as we usually do. For that, staff does and has apologized for the inconvenience. Regarding the package charges and policy, it has been in place since 2018, and is not new. However, we have been very relaxed with its enforcement until recently after multiple residents did not respond to emailed notices that a package was awaiting pick up. This resident, along with many more, then forced us to enforce the policy. However, if we charged in error or miscommunicated with the resident we will always correct our error, apologize, and remove the charge. In this case, we did remove the charge and apologize. In fact, it was waived for anyone whom requested a courtesy waive. I believe the miscommunication in this case was that we waived due to our error, not to the resident's error. However, since she was in the office anyway, we stressed to the resident, just in case she received notification via email again, that a package was awaiting pick-up with no response, this policy will be enforced more strictly from this point forward for all residents. Below, I have included wording signed by our residents. The policy is memorialized in our package locker addendum. At move-in residents, sign a package locker addendum. For those already living at Ivy, such as the complainant, we notified via email of the package locker policy changes. The package addendum policy states the following: Due to limited storage space, we must ask that you pick up your package as soon as possible. You also agree that management shall have no duty whatsoever to hold or store any package for more than 7 days of receipt of delivery. If the package is not picked up within the 7-day timeframe, a fee of $3 per day will be charged to your account. After 14 days, you agree that any such package is deemed abandoned and you authorize us to return the package to the original sender. There is a parcel locker size limit of 16" x 12" x 14". Regular postal envelopes will be delivered to tenant's USPS mailbox, located in between the apartment buildings. Perishable items and flowers should not be delivered to the Amazon lockers. Please make other arrangements to pick up these items. Items larger than the available Hub lockers, such as furniture, will need to be arranged for pickup with the courier as these are not accepted by the leasing office. WAIVER: You understand and agree that we have no duty to notify you of receipt of such package, nor do we have any duty to maintain, protect, or deliver said package to you. You, your occupants, and guests hereby waive any and all claims of any nature against us or our agents regarding or relating to any package or item received, including but not limited to claims for the delivery, misplacement, or damaging any such package, except in the event of our agent's gross negligence or willful misconduct. You also authorize management to throw away or otherwise dispose of any package that we, in our sole discretion, deem to be hazardous, toxic, or in the case of packaged food, spoiled, and waive any claim whatsoever resulting from such disposal. We appreciate the opportunity to reply to this complaint and we are always looking for ways on how to improve our service.

• Initial Complaint

  Date:05/18/2022

  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.

  Hello, My boyfriend and I have been trying to lease at your complex located in Kyle Tx for almost a week now. We qualified for a special but wanted to know what our updated fees would be before signing or lease agreement to make sure that's the route we wanted to take. We were told we'd get that information the day we did the application but it's been almost 2 weeks. We've called several times and have gone to the complex. They said they'd get us that information AFTER we signed our lease now. I've emailed saying I'd at least like the updated price in writing before signing our lease and no one has gotten back to me. When we go to the office neither of the 2 employees are ever there. And no one answers the phone no matter what time you call. I've gone another time they had a small crowd of people and one employee was in the parking lot with her boyfriend while we waited. Despite this we are still trying to get the apartment because we like the area and the price. But this is a terrible first encounter.

  

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/05/20) */ Hello, We are requesting more details from the customer regarding this complaint - please have the customer provide the address of the apartment community that his complaint is in reference to. Consumer Response /* (3000, 7, 2022/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the strand, located off I-35 north in Kyle tx. I would provide the full address but I'm aware that BBB often removes that information. I wanted to add our expected move in day would be the 24th we finally got the information we requested on the 20th and lease via email with no additional contact from the office. Now we have to get all of our utilities set up the Monday before moving in as well as have the money for move in, we should be fine but its not ideal. We had been requesting this information since the 11th and just now received it. I do have proof of our attempts to contact the office, we've emailed, called, and went in person. This whole process has been very frustrating, No other complex we've dealt with in the past has been this delayed with leasing information or had this level of a lack of communication Business Response /* (4000, 11, 2022/06/06) */ Dear ***** *******, Thank you for taking the time to communicate to us why your application process did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. I will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future. Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It's our goal to retain you as a satisfied resident and will hope to better assist you again in the future. Thank you,

• Initial Complaint

  Date:05/18/2022

  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 Encore at Hometown 02/2021. To begin, it was during the freeze and my apartment was not ready, really Katrina the property manager at the time had no clue even I was supposed to move in? I had to move twice because of this and ultimately ended up cleaning the apt myself. Our controlled entry worked one month since I had lived there & to this day still doesn't even with the property management change. I have filed several maintenance requests, with long or no response. Most recently a/c took 4 visits for them to finally fix it. Next was dishwasher and disposal back up to which day 5 I paid to have fixed myself. They're response was maintenance had quit, this would be now the 4-5 time. Our hallways and stairwells smell of dog urine, the club house is now only open during business hours not for residents, the pool hasn't been cleared, the access entry is a safety concern, there is no help with maintenance issues. Overall, there is no customer service or management really helping residents at all. The assistant is the only person in the office who even tries to help, the Manager never is avail and phone voicemail states full regularly. I've even reached out to the regional Destini with no response as well. It is miserable living here, for them it's a tenant rent for me this is supposed to be my home.

  

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/05/24) */ *******, Thank you for taking the time to speak with me via phone. I hear and empathize with your concerns and am glad that you felt heard today. With the recent changes at Encore I appreciate you giving our new team the opportunity to turn your experience around and move forward on a positive note. We look forward to exceeding your expectations. Kind Regards,

• Initial Complaint

  Date:05/13/2022

  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 had problems with things in my apartment getting fixed properly. I live at Chimney Hill apartments in Dallas Tx. The new property managers are Valiant Residential. I have made several request via the online maintenance portal. Maintenance would come & supposedly have fixed the issue but the same issue comes up again. On 5/11/22 to fix the A/C (this was the 3rd or 4th time since move in July 2021) dripping water or some type of liquid and the loud noise. It wasn't fixed. I had to try to sleep again another night with that loud noise. I placed a bowl under the drip so water wouldn't be over the bathroom floor. I need help getting this and the other repair issues corrected ASAP.

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 7, 2022/06/10) */ Hello ******, we understand your disappointment. Please be assured that we are fully committed to addressing all issues raised by our residents wherever feasible. Your comfort and satisfaction are very important to us. The property manager has reach out to you to check on issues and stated all issues were resolved. If there are any other issues please reach out to the office or email [email protected] Best regards, Valiant Residential

• Initial Complaint

  Date:05/10/2022

  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 APPLIED TO THE APARTMENTS 2 Weeks Ago. I Was Approved and found out through the screening company not the company itself to go for next steps. Since i found out i was approved I've literally been calling 10 plus times everyday and haven't reached anyone til 4 days in of calling them once reached she pushed the app through so i can pay deposits because I'm moving from another state to Dallas. Literally the next day i paid the deposit and admin fee. Since then I've set up my renters insurance and I've been calling back again still haven't reached someone so i can get my electric set up. The address for the complex isn't registering so the electric companies said i need to call the complex back and get The meter number or esid. I've been calling back and still haven't got in contact with anyone and my move in date was said to be whenever i want so me and the lady picked the 30th so that i can have a fresh month starting June 1st but then i realized that is a holiday which they've should've known as well so I've been trying to confirm a better move in date also. I've called over 14 times and even called valiant Residential 5 times no answer and I'm literally set to move in the next 2-3 weeks. I've already paid deposits and set up renters insurance everything. I will like to just get the information i need get my license signed and have a smooth move in seeing that I'm coming from another state. That's all i want please help. I can be reached at (XXX)XXX-XXXX or by email at *************@outlook.com

  

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/05/13) */ Hello, We are requesting more details from the customer regarding this complaint - please have the customer provide the address of the apartment community that his complaint is in reference to. Thanks,

• Initial Complaint

  Date:05/10/2022

  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 been a resident for 3 years, my lease currently ended on 07/31/2021. I have been recently paying month to month at a rate of 1,958.50. I went to the leasing office in the month of February 2022 to inquire about renewing my lease and spoke with with Melissa who informed me that if I was to renew my lease my rent amount would be 2,025.00 per month. My apartment has not been renovated since I have been living here. Do to my current financial situation I wouldn't be able to afford an increase in rent. I chose to find another affordable apartment. I submitted my 60 day move out notice which I turn in to Melissa. Upon seeking a new apartment I was told by Melissa that if I paid on time for three consecutive months I would be giving a good rental history, which turned out to be false. I called and spoke with Shannon in April of 2022 because the apartment complex denied me due to my payment history with Southpoint Villas. Shannon contradicted what Melissa informed me. Shannon told me that my rate under a new lease agreement would be 1,554.00. If I was informed of this in February I would have signed a new leasing agreement. I then sent an email stating that I wanted to void my move out date and renew my lease at the rate of 1,554.00, which was accepted. I was then contacted by Melissa on May 10 2022 about to turn in my keys. I have not been contacted about signing a new lease. This process has add stress and has been the most unprofessional experience I have encountered. I have been grossly over charged an over looked.

  

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 7, 2022/05/13) */ Thank you for reaching out, we would love for you to renew with us, we just need to get your signature on the renewal, we will resend via email to you today. Once signed we will reverse the month to month fees for May. As a Thank you would also like to offer a cabinet upgrade in your apartment home. Thank you, Valiant Residential