Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  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.

  We moved into this house on 6/18/2024. At the end of September, maintenance was out to change the ** filter and noticed we had no insulation in our attic. Issue was resolved in less than a week, which was great, but this oversight explained our high electric bills. I reached out to the Property Manager, expressing my concerns about what else could be wrong with the house and wanting reimbursement of the high bills. He asked for my electric bills, which I provided and said he would have the house re-inspected. About a week later, his response was house passed initial inspection so there was no need for another and since my electric plan lowered the rate for more electricity being used, that my issue was resolved. Since then he has ignored my last email. I would like reimbursed for the high bills, $782.06. I find his tone unprofessional and don't appreciate being brushed aside, like I'm a gnat just being blown off.

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and sharing your concerns regarding the electric bills and the insulation issue in your home. We understand how frustrating this situation must be for you, and we appreciate your patience while we remedied.
  
  We would be glad to review your electric bills for reimbursement. Please rest assured that your concerns are important to us, and we want to ensure that you receive the support you need. If you could please resend the electric bills along with any additional details you think might be relevant, we will prioritize this matter and get back to you as soon as possible.
  
  Thank you for bringing this to our attention, and we look forward to resolving it for you.

  Customer Answer

  Date: 11/26/2024

  Attached are the copies of the bills and copy of email correspondence.  Please let the business have these documents.  Also, I feel like the community manager has been less helpful with this matter.  I asked for his help and instead was given an attitude that I would expect from a teenager.  We pay alot of money to live here and I won't be disrespected or treated like some sort of second class indivdual.  I have also passed this information on to the State of ******************************* for resolution.

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because:   I submitted the requested documents pr Cushman and Wakefield's request and waiting their response.

  Business Response

  Date: 12/04/2024

  Are you able to forward the previously sent correspondence to ************************** as we are unable to locate it at this time. 

  Customer Answer

  Date: 12/04/2024

  I sent ******* a copy of my previous emails per her request.

  Customer Answer

  Date: 12/04/2024

  I am rejecting this response because:   I sent over requested info to ******* ***** at the provided email.  Waiting on her response.

   

  Business Response

  Date: 12/12/2024

  Consumer received a response from property management and has received a credit of $125 per month of high usage, which adjusted the bill to normal usage. 

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because:   

  The bill wasn't adjusted by Gexa because the house wasn't insulated, the bill was adjusted because that was the energy plan.  Gexa's actions have nothing to do with the lack of attention on Cushman's part.  I have very faith that this house is properly insulated, even after the attic was done.  Disappointing to say the least that Cushman is not wanting to accept any responsibility for their oversight and poor construction.  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Previous resident at property this company managed. (Mission on Ascension in ************) surrender possession of the unit Sept 7th after completing a walk thru with maintenance and still have yet to receive deposit. Over the last 2 months there has been Several phone calls and emails as well as visits to the property to obtain status of refund and Ive continue to get the run around with no resolution. Ive been given countless numbers to call to try to resolve myself. The unit was left in great condition I have pictures and videos and yet I still have not been help in any way. I was called on September 28th from the property and was asked to confirm my address so the check could be sent. Which I provided and also visited the complex to get the status that weekend and was advised no status. And then was I received another call on Nov 4th from complex wanting to confirm my address again to have a check sent. I followed up on the 11th for the status and was advised no additional information was available. This has been a horrible experience with this company and should not be acceptable.

  Business Response

  Date: 12/12/2024

  We sincerely apologize for any inconvenience. However, we want to assure you that Cushman & Wakefield did put in the deposit refund as well as try and process it but unfortunately the deposit was not approved by ownership.
  

  Customer Answer

  Date: 12/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/12/2024

  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.

  Iron Landings Apartments / Cushman & Wakefield I'm filing a complaint against Iron Landings Apartments and its management company, Cushman & Wakefield, regarding unresolved issues stemming from severe property damages and uninhabitable conditions that arose in August 2024. Despite my attempts to work with both the property management and corporate offices, my concerns remain unaddressed.Summary of the Situation:Damage and Theft: In mid-August 2024, my apartment was broken into and occupied by squatters, resulting in significant damages, including:A stolen air conditioning unit, extensive damage to walls and ceiling, and stolen personal and work items. Multiple police reports were filed, and I have audio proof of my conversations with the property manager confirming the situation. The property manager verbally assured me I would not be responsible for damages or fees given the circumstances and that I would only be responsible for ************** due to the backdated billing. The ************************ investigator assigned to my case specifically instructed me not to go near the property until the investigation was complete, due to concerns for my safety. I paid August rent ($1,037) in good faith, but the apartment was uninhabitable for the month due to extensive damages. I provided 60 days for a prorated rent refund, the property manager has refused this and instead is charging me: $195 for "damages and cleaning fees" despite our agreement. Undisclosed August utility charges, which were not discussed previously. Due to the squatters theft of electronic equipment, Spectrum (which Iron Landings requires residents to use) is billing me $225 for the stolen items.I am requesting that they honor our agreement by refunding the prorated August rent of $1,037 due to the uninhabitable conditions.Waiving all additional fees for damages and cleaning, per the property manager's verbal agreement. Covering the $225 charge related to the stolen equipment.

• Initial Complaint

  Date:11/03/2024

  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.

  In August 2024 I visited ************ to look at their apartments. One of my reasons for moving from my current location was I did not have enough sunlight. The first apartment I looked at met my needs but when I tried to apply for it that same day, it was no longer available. I returned to ** August 17th and looked at another unit that met my needs. Once I returned home, same thing happened and the unit was not available. I need to give notice to my current landlord by the end of August so time was of the essence which I had conveyed to *****, the ** *** who told me via telephone, that they had a unit available in a different building and to get my application in ASAP . I tried to apply online and was having trouble with their website, so I returned to their office the following Tuesday and a temp helped me with the application which required the unit number and a $300 deposit. On the application I requested a move in date of September 1st. The manager, ***** *******, was in the office and I asked to see the unit. She told me I could not see it that day that I would need to come back. Since that day, August 20th, I made numerous requests to see the unit most of which went ignored. In the afternoon of August 27th I was contacted by their office stating that the apartment was still not ready for me to view and they would be back in contact with me "within the next few days". My reply asked for the return of my deposit on the basis that I was not given the opportunity to view the apartment that I was being asked to sign a lease for. I also sent a demand letter to the manager and received a reply Sept 6th denying my request. Her reasoning was that it is common not to have a unit ready for viewing until the date of move in. This is unethical and not acceptable. I want my deposit of $300 returned as well as my application fee of $54.64.***** ******

  Business Response

  Date: 11/08/2024

  We understand that the situation has been frustrating, and we appreciate the opportunity to provide some clarity.

  
  As mentioned, the individual initially expressed interest in unit #**-208. Unfortunately, due to the high demand during the summer leasing season, that unit was quickly leased before an application could be submitted. Afterward, the individual toured several available units, including the exterior of #**-101, which was still occupied at the time but had been given notice of vacancy.

  
  While there was continued interest in unit #**-101, concerns were raised about the inability to view the unit prior to moving in. Our team explained that, in situations like this, it can be difficult to schedule a tour of an occupied unit on notice, particularly with a tight turnaround time. We also made sure to inform the individual that once an application was submitted, there would be a 48-hour window to cancel and receive a full refund of the $300 holding deposit.

  
  We truly empathize with the disappointment caused by the timing and the inability to view the unit beforehand. We understand how important it is to feel confident in your decision, and we want to emphasize that the terms of the holding deposit were clearly communicated at the outset of the application process. Since the cancellation request was made outside of the 48-hour window, the deposit was not refundable as per our policy.

  
  If there are any further questions or if we can assist in any other way, please dont hesitate to reach out. Were here to help and want to ensure a positive experience moving forward.

  
  

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged and it was later submitted to a collections agency for my old unit, when i reached out to the property manager onsite, no one returned my calls, now i have that bill which included old rent and a violation that i paid prior moving into another unit on the property. i am also currently being charged for rental insurance which I have submitted and paid for, for the entirety of my stay, which i also submitted prior to moving into the new unit. I have emailed and it was only stopped for one month, but the payments continue to be added to my rent.

  Business Response

  Date: 11/14/2024

  Thank you for reaching out and sharing the information regarding your recent move-out. The condition of the carpet after your move-out required replacement in accordance with our property guidelines. We hope you understand that maintaining the propertys condition for future tenants is a key part of our responsibility. The patio contained unauthorized items and a lease violation notice was sent for it. The apartment also needed to be housekept after vacating. Please see attached all information needed along with pictures.  

  Customer Answer

  Date: 11/14/2024

  the violation as well as the last of the rent balance was paid, i cleaned the entire apartment including the carpet and requested a walk through...i also sent an email requesting someone to reach out to me in regards to the final cleaning bill, because i was charged for cleaning, when there was no walk through and the apartment was cleaned. 

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:   

  the violation as well as the last of the rent balance was paid, i cleaned the entire apartment including the carpet and requested a walk through...i also sent an email requesting someone to reach out to me in regards to the final cleaning bill, because i was charged for cleaning, when there was no walk through and the apartment was cleaned. 

  Business Response

  Date: 01/02/2025

  Hello BBB, We provided pictures and invoices of items that were needed. We are not sure what else we can provide at this point and unsure how the consumer can reject the evidence that was submitted. Thank you.

• Initial Complaint

  Date:08/27/2024

  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 have lived on a property managed by Cushman and Wakefield for a little over a year now. At the start of our initial lease term, the property management at our leasing office announced that they would be going over to their NEW property (25 minutes away from our location) and that the office for us would work from out of that office now. They now never answer the phones, never reply to emails, and when finally reached (by driving the 40 mile round trip to go speak to someone), they dont handle the issue which just results in a constant loop. Ive been trying to handle something for about a month now to no avail. On top of this, weve had multiple maintenance requests that have either gotten no response or got marked as complete despite nothing actually being done. This company is a joke.

  Business Response

  Date: 09/13/2024

  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced recently.

  We understand the importance of effective communication and timely maintenance, and we regret that our recent transition to a new office location has impacted our service levels. We are currently reviewing our processes to address the issues you've highlighted.

  To resolve your specific concerns:
  We will prioritize your pending requests and ensure that any outstanding maintenance issues are addressed promptly.
  We will investigate the communication breakdowns and implement measures to improve our responsiveness.
  We will follow up with you directly to confirm the status of your requests and discuss any additional concerns you may have.

  
  We appreciate your patience and understanding as we work to improve our service. Please feel free to reach out to the manager directly, if you have any further questions or need immediate assistance.
  Thank you for your continued cooperation.

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid security deposit upon move-in to apartment complex in May 2023 of $700. Moved out of apartment complex on 5/29/24 and provided forwarding address for security deposit refund to be mailed. After 30 days had passed and no check in the mail, we confirmed the forwarding address that we had on file and confirmed the security deposit refund amount of $700 with the leasing office staff. They contacted their accountant office, and the resolution at that time was thinking that the check had been lost in the mail and they would send out another check. At the beginning of August, when it has now been 60 days, we again reached out about not receiving our security deposit back and asked for the check to be sent certified mail with a tracking number, so as to avoid this happening for the second time. After multiple phone calls, emails, and visits to the office, we finally were able to speak with someone and were told that the check had again been sent in the mail on 8/7 and we were provided a check number, but no tracking number. After several weeks and still no check for the second time, we reached out again and were told to contact the post office, which is not helpful because there is no tracking number to use to identify the piece of mail the check is supposedly in. We continue to try to resolve this situation and it has now been past 90 days from move out and we have not received our security deposit from this company. They continue to avoid answering the phone, emails, or communication that would explain why this is continuing to be a problem. Upon research of this company on the BBB, we have discovered that they have an F rating and other people are also having this issue receiving their security deposit back in a timely manner or at all. We are beyond frustrated with this experience and continuing to seek a resolution in which our security deposit is returned to us and the management company is held accountable.

  Customer Answer

  Date: 09/02/2024

  To Whom It May Concern:

  As of 8/30/24, the ******* & Cushfield have finally given us our $700 Security Deposit back, and we do not need to seek any additional action for a resolution.

• Initial Complaint

  Date:08/19/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In october 2022 I Docu-signed an apartment lease to be a guarantor for a resident for 13 months. I live in *******,Tx but the primary resident lives in ******. The lease was scheduled to end January 2024. In November 2023 I informed the apartment complex that I will not be signing any lease extensions and if my name some how is to be added to a lease with them, it is fraudulent. The apartment complex agreed and notated the account. In February of 2024 I continued to receive notifications that the rent was due. I reached out to the apartment complex and told them that I never signed any documents to continue an agreement with them past January ********************************** notifications for the primary resident that lives there as i am not responsible. In an email, the apartment manager agreed that my name was not in their system and I had no ties to the lease. In August 2024 I received a $463 bill for the resident that just moved out in July 2024. The apartment complex removed my name from the lease in January 2024 but is sending me a bill for a lease agreement I am not listed on. I have called the manager and she makes excuses to not answer the phone. I also sent an email and she hasn't responded. The manager name is ***************************** and I have emails of her stating that my name was not on the lease. I am asking for your help in getting my name removed from this bill as I have no ties to it and do not want this to be listed on my credit. I also asked the manager to send me the leasing agreement with my signature on the agreement for 2024 and she ignored me. Below is an attachment to display the communication between me and the manager where she stated that my name is not on the lease. I never signed any leases for 2024. The 2nd attachment is the bill they sent me with my name on the account. Please help!

  Business Response

  Date: 09/06/2024

  I would like to extend my sincerest apologies for the unfortunate mistake involving your account that resulted in it being sent to collections.  After a thorough review, we discovered you were removed by the previous management company within the lease file however not from the system.  Please understand that this error was not reflective of our standard practices or our commitment to serving you with the highest level of accuracy and care.
  We deeply regret any inconvenience, stress, or disruption this mistake may have caused you. We have requested your name be removed from the account effective immediately as of 9/06/2024 and updated our in-house records to reflect accurately.  While this correction has been made, it may take up to 30-days to update on your credit report. 
  Please accept our heartfelt apologies for this oversight. We value your trust and business greatly, and it is important to us that we restore your confidence in our services. Thank you for your understanding and patience as we resolve this matter.

  Customer Answer

  Date: 09/06/2024

  I have reviewed the business response and accept this resolution. Thank you for your help in resolving this issue for me!!!!!!!!

• Initial Complaint

  Date:07/23/2024

  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 have never been more upset in my life than being ****** over by this company. Called Cushman and Wakefield. Regarding the townhomes called mission on ascension in ************. My first complaint is my backyard which isnt even my backyard anymore because I payed 4,916$ to get out of that place. Anyways the backyard is a pond because of the way it was built when it rains, water would fill up in my backyard and it would turn into a pond and cause holes in the ground to form. My second complaint is the big tree in front of my unit which is 203. It is a fire hazard and is touching the roof and allowing animals to climb onto roof. My third complaint that there is nobody ever in the office and someone different is always running the property. My fourth complaint is that I did not receive my security deposit back at all and the early termination fee is a different amount than what the so called property manager told me so I am out 1500 for my security deposit and 1100 on the early termination fee because I payed 2100 to terminate and then they told me is way 1000$ to terminate. I have been lied to I have been promised things will be fixed and maintenance never showed up I have asked that the tree be cut since it was touching my unit and it still hasnt happened and everybody has said something will happen and nobody has came to fix a thing. I have also asked for a spray for bugs on 4 different occasions and nobody came to spray for bugs. I mean this mission on ascension in *************** is a disaster and they are not being held accountable for their wrong doings and scamming people out of money. Also is like to state this community has over 50% vacancy on its units.thankyou and I hope you guys can help me get my money back for my security deposit and termination fee.

• Initial Complaint

  Date:07/10/2024

  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.

  The company, via their Bilt platform, overcharges tenants and will not accept payment other than what THEY FEEL IS CORRECT. Nobody responds to calls, texts or provides any but excuses in the leasing office. Scam, extortion, money-laundering and RICO *** come to mind when dealing with tbis company. How can I stop this from continuing as well as happening to future residents?