Complaints

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

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  Lantower Residential

  2218 Bryan St STE 400 Dallas, TX 75201-2633

• 

  Lantower Residential

  325 Murray Farm Dr Fairview, TX 75069-6821

• 

  Lantower Residential

  4025 Huffines Blvd Carrollton, TX 75010-6541

• 

  Lantower Residential

  8401 Memorial Ln Plano, TX 75024

• 

  Lantower Residential

  2600 Lake Ridge Rd Lewisville, TX 75056-4697

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:06/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident of Lantower's "Bullhouse" location for a year. My apartment was put onto a non-renewal list because I did not respond to emails that went to my spam as well as requesting I be contacted via phone call. I was then forced to vacate my unit and given only 2 days to move. I was moved into a new unit in the building. I received an invoice containing multiple bills and fees that I had already paid or had been told would be waived due to being forced out. I have attempted to get in touch with a representative for a few days now with no success. My amenities are now being shut off because I have not paid the incorrect invoices. I have been forced out of my living space, given only 2 days to relocate, and being bullied into paying for all of it. Lantower is a masterclass of corporate inefficiency and miscommunication, and residents of the building are being forced to pay the price.

• Initial Complaint

  Date:05/15/2024

  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.

  The apartment Lantower Legacy Lakes didnt help me with a issue on my apt about 4 months ago, Lantower Legacy Lakes. We have humidity and Mold in our apartment, mainly our rooms and bathrooms. The health of our two children has been affected, the doctors say that is the reason, they have respiratory problems. my husband and I too. This situation has been going on for approximately 3 months, the apartment complex does not want to help us, they do not send anyone to fix it nor do they move us to another one. There is 1 month left to finish our lease, we want to move to another apartment and we want to not be charged. They don't want to help either. Our children and we are being affected in our health and we have proof. lantower legacy lakes doesn't care about our health. they haven't done anything

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Lantower Residential regarding unreasonable move-out fee charged upon my lease termination. My name is ******* ****, and I was a tenant at *********************************************************************************************, managed by Lantower Residential.The business of Lantower Residential charged me $1200 for apartment security deposit, and when I moved out, Lantower charged me over $1000 move-out fee after I carefully cleaned of the apartment, which included $480 for removing several bags ($30 per bag, which is also not detailed in the lease) of trash (I have paid trash fee, trash admin fee and valet trash fee every month), and stovetop resurface fee where there is only signs of wear and tear (this apartment hasn't been renovated for 4-5 years so it's common to have some signs of use).Attached to this complaint, you will find copies of the lease agreement, the move-out fee ledger provided by Lantower, correspondence regarding the dispute, and trash collection fee that I already paid.I request a review of these charges and seek a return of my security deposit. I believe these fees are unreasonable and were not transparently communicated in the terms of the lease.I appreciate your attention to this matter and look forward to your response within 14 days.

• Initial Complaint

  Date:04/09/2024

  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 live at Lantower Bullhouse in ******. This apartment building is filthy and has no local management. Here are examples:Maintenance tickets are closed out without issues being resolved. I submitted a maintenance ticket for a a balcony door where the seal has broken between the panes. I have to mop condensation up ever day. I reported the issue in September 2023 and they came to inspect and closed the ticket out. The issue is unresolved and despite repeated prompts they have failed to follow up. The intercom system has been busted since we moved in July 2023. No effort has been made for repairs.There is trash in the hallways and the chutes are constantly overflowing. Tenants pay $42 (+ rent) a month for trash service but it's constantly building up in the hallways. The building reeks of garbage.There is no security in the building. The "leasing" office is only open 9-5 Tuesdays to Saturdays. There are no cameras or security on the property. The garage gates are constantly busted and anyone can enter at any time.The noise from the trains is overwhelming and occurs 24/7. Forget sleeping or working from home.

• Initial Complaint

  Date:03/27/2024

  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.

  Most of the reviews are staff or family/friends of staff because they get discounted rates to live here.We lived here 2 years. The management has turned over 2-3 times. The leasing office does not return calls, requests, or support.You are on your own from the minute you move in. It is a typical leasing community that advertises luxury but is far from luxury.Elevators break everyday. I have been in them multiple times when they stop working and the buttons dont work so you get stuck, and have to get off and wait for another one.Dog poop/pee all over the place, including elevators and stair *****. They dont do anything about people leaving p*** all over the outside either.Basement parking floods and spaces are very limited, and tight. My doors have been dinged many times.Everything is made cheap. My baseboard fell off under my sink, and my dishwasher has fallen out of alignment and I hardly use it. Shower and dishwasher also leak.The whole building loses power and makes elevators, toilets, water inaccessible. This has happened a handful of times.Tons of Airbnb, so constant trash left in elevators, by trash shoots. Also, a lot of noise.Staff brings trash and dumpsters through elevators so they constantly smell.When you move in, its a very big hassle because the distance between where you can put a moving truck to the elevator is very far and they dont hold the elevator for the reservation. People take it up while youre moving and it gets stuck on a random floor.I have put over 6 requests in for maintenance over time, and have never been called back.At first, everything looks really pretty and everyone seems nice but as time goes on you see.The maintenance team is friendly, and the shops are convenient. Possibly the only 2 advantages.But the surrounding area is not nice, nor very safe. Constant homeless and other behavior around due to hospitals and jail being across the street.

• Initial Complaint

  Date:03/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a residence at Legacy Lakes since August 2023. I have never been late on my rent and have followed all the properties guidelines and polices. On March 8th,2024. I received a notice on my door stating I was in trash violation (trash bag was not in bin) on March 7th,2024. Only March 7th,2024 I had a friend over and they thought they were helping by putting the trash out but did not place it in the bin. I contacted the leasing office and explained the situation. Staff told me it was nothing they could do to waive the fee and that they sent out emails regarding trash policy updates. February 19th,2024 stating first offense is a warning, second offense $50 (email attached).I checked my personal email inbox, spam and deleted items I have no record of a first offense. I contacted staff again March 11,2024 letting them know that I did not receive a first offense. Staff proceed to tell me the notice of trash policy that the property sent out for all residence back in December 2023 was the warning. Which i found is not a true state. The email states first offense is a warning I have attached trash policy. So how can the policy notice be the warning if the offense never happened. This should be my first offense and I will take full responsibility with a warning, my fine should be waived. Also the property has been under new management which has increased residence month fees, adding more fines for every little thing, parking policy that you cant have a visitor more than ******* a month or they will have to pay a fee. I am single mother my family member come visit alot to help with my child and now they are limited to how many times they can come over. There has also been two men that knock on my door every week ask for someone and i have told them multiple times that the person they are looking for does not live at my residence. In summary I am no longer happy at this property. I want the fine waived and for me to be released from my lease with no penalties.

• Initial Complaint

  Date:02/17/2024

  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.

  Essentially, this company, Lantower, is compelling every single one of its tenants to enroll in a monthly subscription program, Rentplus, requiring them to pay an agency to report their on-time payments, such that credit agencies will have more accurate information which may, or may not, improve the tenants credit score. My problem is with the ostensibly predatory leasing process which includes a compulsory enrollment in self-described voluntary programs, specifically a Rentplus subscription; As well as a compulsory release of personal data to a third-party that is irrelevant to the transaction. I am in the process of moving into Lantower, and am attempting to sign the lease, without releasing my information to a third-party or signing up for a voluntary paid service. As an individual, I could deal with the personal ramifications(cancel after the fact, and eat the $10 subscription fee), but my concern is for the greater public: individuals who follow after me, who will be forced decide between, subscribe or not be housed; or who will be locked into subscriptions that they did not need or want, or know that they had agreed-upon. To illustrate the problem: In order to sign a Lantower lease, one must e-sign the lease, plus e-sign seven document addendumsno other option. The process is not complete unless all addendums are signed. two addendums are self-described as entirely optional and furthermore, are irrelevant to the leasing process, yet railroad the customer into paid subscriptions and releasing data to third-party. However, one cannot complete the e-signing process without signing all listed documents; nor does the interface give the option to decline to sign optional addendums, nor does the leasing office does allow a hard-copy wet signature leasesonly e-sign (as I was informed by the leasing agent).

  Customer Answer

  Date: 02/19/2024

  I just wanted to add a little bit more meat to the argument, *** included the addendum in question (attached) as well as my email correspondence with leasing office.

  in Short: 

  The addendum says: Enrollment in ******** is entirely optional and is not a condition of this Rental Agreement.
  And
  
  
  By signing below, or electronically accepting through your landlord, Resident is enrolling in ******** and agrees to the terms and conditions set forth in this addendum and the ******** Terms of Use that can be found at www.rentplus.com/terms-of-use.
  
  
  If a prospective tenant cannot complete the leasing process without signing the addendum; And signing the addendum enroll the tenant in the program; then the tenant cannot rent without enrolling; therefore, enrollment is, effectively, condition of the rental agreement. 

  additionally, the Leasing agent claims that all addendums must be signed as a form of acknowledgment; however, the language of the addendum itself specifically says by signing this document By signing below, or electronically accepting through your landlord, Resident is enrolling in ******** and agrees to the terms and conditions set forth in this addendum and the ******** Terms of Use that can be found at www.rentplus.com/terms-of-use.

  Yet, Prospective tenants are not given the option to decline to sign Optional addendums.

  The addendum also says: Enrollment in ******** is entirely optional and is not a condition of this Rental Agreement; yet the leasing process cannot be completed without signing the addendum, and the addendum cannot be declined.  

  Personally, I could easily Agree then cancel this subscription, But Im concerned that this predatory behavior will harm Future tenants, who do not speak English as a first language, or do not read the fine print. 
  

  id like to make sure this faulty practice is remedied to protect future tenants.

  Customer Answer

  Date: 02/19/2024

  SUBSEQUENT EMAIL ATTACHED: 

  I have communicated  with Lantower leasing office, several times, requesting politely that I be allowed to sign my lease without enrolling in the third party paid service, ********.  I have laid out my argument, illustrating that their own legal language directly contradicts itself; and that it effectively railroads customers into signing an optional addendum, thereby enrolling in the ******** service--whether they want to, or not.  Essentially, enrollment is a condition of the rental agreement.  

  Attached is the latest reply from the leasing agent, affirming that I must enroll in order to complete the leasing process:

  The response: "Hello ******, Thank you for reaching out again on this. We are unfortunately not able to bypass these 'acknowledgement page'. You are able to cancel and opt out of the ******** and for Spruce, I do not believe is a monthly fee for using at all automatically, only if you were to set up one of their services."

  Which was in response to my previous message: 

  "Hey *******, 
  Thanks for your follow up. 
  Yes, you can help ?? me by finding a way to let me sign my lease without signing the rentplus addendum.  I would very much appreciate your help. 
  
  Im sure your higher-*** want every page signed, but I can assure you (by the language on the page), that signing the page in question is NOT solely an acknowledgment; as it literally says:  By signing below, or electronically accepting through your landlord, Resident is enrolling in ******** and agrees to the terms and conditions set forth in this addendum and the ******** Terms of Use that can be found at www.rentplus.com/terms-of-use. 
  
  Im sure legal has looked at everything, the language itself is fine, and completely legal; however, by failing to offer the option to decline enrollment in rent plus, this is effectively compelling all tenants to sign; which is my larger concern, and id like to make sure nobody else falls into this trap.  
  I have no doubt that my roommate, who does not speak English well, or anyone who does not read the fine print, would sign this addendum and unwittingly be enrolled in rent plus, and either struggle to cancel, or never notice at all.  A company that advertises that they help people with credit yet compel people to subscribe is suspect at best; and would be grouped in the same category in the same category as check cashing companies and payday loan originators. 
  I am certain that failing to offer the option to decline an optional service is illegalor at best a dark gray area.
  
  For example, this would be like saying I had to sign up for Spotify in order to sign my lease: it doesnt make sense and is completely irrelevant to the process, when the third-party service has nothing to do with tenancy more so when the language itself says that its optional to sign.
  
  ***** has mentioned that this is a new service, my guess is the kinks have not all been worked out.  
  
  I would very much appreciate your help completing this process; specifically if you could check with the higher-***, or legal, to:
  A) allow me to decline rent plus and sign my lease (as well as ******) and
  B) confirm that any optional addendum, by definition, should be provided the ability to decline.  
  C) amend the process to offer the option of declination to future tenants.
  
  I hope you understand, that I am not trying to be difficult.  I could have easily enrolled in ******** and opted out in the time it took me to write this email.  However I am not the kind of person that turns a blind eye to processes and actions that are designed to take advantage of peoplewhen I can do something about it.  
  
  I understand that all this is handed down from corporate, and that you have a job to do and I appreciate your patience and help.  I know that we are talking about a small amount of money, but multiplied over the population of all apartment complexes, and the myriad of other companies operating similarly i it is not dissimilar to the concept of a death by 1000 cuts.  
  
  Very much appreciate it. If you could find the time, help me make this tiny moral stand to address this issue, and help rectify it because we can. 
  
  Thanks for reading this far ?? 
  
  Best, 
  
  *************************
  ************

   

• Initial Complaint

  Date:02/11/2024

  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 am filing this complaint against The Cortonas property management due to unresolved issues during my tenancy and disputes over move-out charges. My tenancy, lasting over a decade, has been marred by persistent mold issues and recent parking policy changes, compromising tenant safety and health without adequate resolution from management.Despite paying for covered parking as outlined in our lease agreement, the service was retracted, leading to increased safety concerns, including vehicle thefts and break-ins within the community. The mold issue within my apartment was repeatedly reported but inadequately addressed, resulting in personal property damage and health risks, all of which I had to manage at my own expense.Upon move-out, I was charged a $200 cleaning fee, not explicitly mentioned in the move-out summary emailed on December 29, despite the exhaustive list of potential charges provided. This fee, buried in the lease addendum, was applied irrespective of the apartments condition, which I had meticulously cleaned, evidenced by attached photographs. This practice not only lacks transparency but also unfairly penalizes tenants who, in good faith, prepare the apartment to avoid additional charges.The move-out communication failed to specify this cleaning charge among other detailed fees, leading to an unexpected and unjustified expense on my final statement. This omission, coupled with the direct financial and health impacts of the mold issue, reflects a pattern of negligence and lack of accountability from The Cortonas management.I request a thorough review of these matters, the removal of the unjustified cleaning fee, and acknowledgment of the expenses incurred from the unresolved mold issue. My attempts to resolve these disputes directly with the management have been unsuccessful, prompting this formal complaint.

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a resident at Lantower Riverlanding from 1/2021-9/2023. Before my lease expired, I met with the leasing office to go on a month to month lease, as I would be relocating out of state due to work. The Assistant Manager walked me through options, of which I have written documentation in her handwriting with her name. Once I decided on an option, she sent me e documents to ******** gave my 60 day notice. I e signed both documents. This was on 7/31/2023. I was told that my lease would expire on 9/29/2023. I moved out of my apartment with all fees paid on 9/15/2023. While I expected to receive charges for minor damages and cleaning, I did not expect to be charged for outstanding rent. When I met with the Assistant Manager, it was to change my lease expiration date from November to September. She assured me this was not be a problem and as I previously stated sent me e documents to sign. Now I am being charged for rent through October. I have reached out to the assistant manager several times via phone and email. While she was very responsive during my residency at tge property, she has now ignored all my correspondence. I should not be liable for these charges due to her actions and mistake. In addition, while I was a resident at the property, I had several complaints that went unaddressed or unanswered. I never was a difficult resident and never pressed the issue of my complaints. One particular instance, I was unable to leave my apartment for an entire day due to a key fob issue and no management being on site on Sundays. No one ever addressed my concern. I also went emailed several times regarding short term extension of my lease, again with limited response or assistance. This is how I ended up physically going into the office for assistance from the assistant manager. I could go on with other issues I had while being a resident at the property. But again, I am not a complainer. I just want to be treated fairly, when this is not due to any fault of mine

• Initial Complaint

  Date:09/29/2023

  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.

  Video of ***** Infestation here: ************************************************************************************* 9/22 7am I saw a cockroach in the kitchen. I sprayed home defense and then saw multiple cockroaches crawling out of the walls in th eunit.10am - I notified leasing agent ******************* & requested emergency maintenance. She scheduled exterminator for Monday, September 25 1-4pm and took no further action. 12:00pm - I retained At Ease Pest Solutions LLC for $95 to inspect the unit. The consultant confirmed German cockroaches, baby and adults, signifying an infestation prior to my move in on August 22 he explained cockroaches take 3 weeks to hatch. He confirmed that an infestation of German cockroaches would take at least two treatments spaced 30 days apart to mitigate. And complete mediation would take about 75 days. 12:25pm I notified Lantower Garrison Park of the consultant's notes. I requested reimbursement for hotel for the duration of the treatment, termination of the lease, or relocation to a new unit. Lantower Garrison Park did not respond to any of the three requests. 9/25 morning - I was told by neighbors in adjoining apartment that they were also seeing cockroaches in their units. Lantower Garrison park spray unit ********************* Apt **** only. 3:18pm 9/25 community manager, *****************************, emailed me and denied my three requests to relocate to a new unit, terminate lease, reimburse hotel costs during treatment timeline. ******* said "He only found two dead baby bugs by the dishwasher. He indicated no infestation would require you to relocate and can be managed", a conflicting statement to At Ease Pest Solutions LLC. 6:21pm 9/25, I responded via email requesting relocation, termination, or reimbursement. I explained mental and physical health concerns. I explained debilitating fear of bugs. I received no further communication from Lantower Garrison Park.