ComplaintsforW3 Luxury Living

• Initial Complaint

  07/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I entered this lease based on having nobody above me. That has not been the case. Privacy violations from people in the attic above me has been an ongoing issue. The watchers follow me room to room and often are standing above my bathroom when I'm getting dressed or taking a shower. The attic has a high ceiling perfect for homeless people or perverts to hangout. Within a week of when I first got here, I have been dealing with this. People trade out sounds like a female or couple sometimes and other time sounds like a tall person walking and other time sounds like a young person. This apartment, ******* HANSEL COMMUNITY DIRECTOR/management, wants the police to handle their problem, but I'm not renting from the police. *******'s response "All matters pertaining to this issue must be handled directly with the police, as we will not be responding further on this matter."

  Business response

  07/22/2024

  Thank you for bringing your concerns to our attention. We understand how important privacy and security are to our residents and take such matters very seriously.
  Upon receiving your email, we promptly conducted a thorough inspection of the attic above your apartment. I want to assure you that our inspection revealed no signs of anyone living or accessing the attic space. We take proactive measures to ensure the  well-being of all our residents, and any potential concerns are addressed swiftly.
  Regarding the sounds you mentioned, it's possible that they could be related to normal building noises or other environmental factors. However, we will continue to monitor the situation closely to ensure your comfort and peace of mind.
  In situations where privacy concerns persist, we always encourage residents to contact local law enforcement. As property managers, while we strive to create a place you call home, law enforcement professionals are equipped to handle matters that *** involve potential privacy violations or suspicious activities.
  Please feel free to reach out if you have any further questions or if there are additional details you would like to discuss. We are committed to addressing your concerns and ensuring that your living experience at our community is positive.

  Customer response

  08/12/2024

  I am NOT satisfied as there still continues to be people violating my privacy.  The stick their head in the sand fake caring or attempt to correct the problem is ongoing.  The violators trade out and have access through another entrance than the attic entrance above me.  

  Traffickers or watchers?  They ate not simply fineness people trying to get sone sleep or using it as a flop house which is disgusting enough.  

  I sincerely hope the management company gets their or their family's privacy violated and they will understand.  At this point they are aiding them.  The worst management and ownership company I have ever experienced.  Around 3:25 am in the other night I was again awaken.  

  Is there human or drug traffickers or a witches coven that uses that space?  They have a legal responsibility for a secure access.  Negligence and aiding privacy violators or traffickers is what I'm documenting so if someone wants to sue them I will have a record of my informing them to help their case.  

  If they have built a living area above me without my knowledge or approval they have not admitted such information.  I was mislead into renting this unit!

   

  No, I am not satisfied with their answer.

  This matter is unresolved and it is possible that girls or boys have been abused up there.  I have heard someone hurry out on occasion and sometimes it sounds like they are headed towards the unit behind me and other times it sounds like they head towards the unit next to me.

  Customer response

  08/20/2024

  Was a bribe taken from the apt complex?  I made it very clear what the problem is, the lies thar have been told and the lack of action.  **** should not be closed as resolved and future residentwnts should be warned that lies are told and the management company has FAILED TO PROVIDE A SAFE APARTMENT AND THAT IT IS NEGLIGENT AS FAR AS PRIVACY ISSUES.  I NEED THIS ESCALATED TO YOUR BOSS THAT DOES NOT TAKE KICKBACKS OR SERVE THE BUSINESS.

  Customer response

  08/20/2024

  Last night there were people above in what is supposed to be an attic space followed by an afternoon of some pervert or criminal sneaking around following me from the bedroom to the bathroom.  THERE IS NOT SUPPOSED TO BE ANYONE ABOVE ME.  I WAS LIED TO IN ORDER TO GET ME TO SIGN THIS LEASE.  TRAFFICKING OR ILLEGAL USE OF USING SPACE AS A FLOP HOUSE IN THE MIDDLE OF THE ****** IS NOT ONLY A FIRE HAZARD BUT A VIOLATION OF WHAT MY RIGHT FOR PRIVACY AND FRAUD ON THE PART OF THE COMPANY SAYING NOBODY WOULD BE ABOVE ME.

  Customer response

  08/20/2024

  Last night there were people above in what is supposed to be an attic space followed by an afternoon of some pervert or criminal sneaking around following me from the bedroom to the bathroom.  THERE IS NOT SUPPOSED TO BE ANYONE ABOVE ME.  I WAS LIED TO IN ORDER TO GET ME TO SIGN THIS LEASE.  TRAFFICKING OR ILLEGAL USE OF USING SPACE AS A FLOP HOUSE IN THE MIDDLE OF THE ****** IS NOT ONLY A FIRE HAZARD BUT A VIOLATION OF WHAT MY RIGHT FOR PRIVACY AND FRAUD ON THE PART OF THE COMPANY SAYING NOBODY WOULD BE ABOVE ME.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Many of us, not just myself, are complaining about the management company turning off our sprinklers during the summer. This is NOT the time to do this; we want to know why. Not ONE employee will contact me or answer my questions. I want to know why you would let our bushes and yard die when you spent so much money on landscaping. Why do you think we don't deserve nice lawns when that is what we got when moving in? Saving a few dollars and ruining our neighborhood aesthetics is just dumb business practices. You do this in the front so prospective tenants get a good first impression, but that's it?!? You have allowed weeds and bugs to continue to sprawl throughout the community, and it's unacceptable for the amount of money we pay! Don't believe there are many of us upset? Take a look at ******** and *******

  Business response

  07/22/2024

  Thank you for expressing your concerns regarding the management of our community's sprinkler system during the summer months. We appreciate your feedback and understand your frustration.
  First and foremost, we want to assure you that the decision to adjust the sprinkler schedule was made in response to water conservation efforts mandated during our current drought conditions. It is our responsibility to comply with local regulations to ensure responsible water usage for the benefit of our community and the environment.
  While we recognize the impact this may have on the appearance of our landscaping, please know that we are actively working within these restrictions to maintain the health and aesthetics of our grounds. Our team is diligently hand watering where permissible and monitoring conditions closely to maximize efficiency once watering allowances increase.
  Regarding landscaping maintenance, including weed control and pest management, these are ongoing priorities throughout the year. We have procedures in place to address these issues and will continue to implement treatments as necessary to uphold the high standards expected in our community.
  We understand your concerns about maintaining the aesthetics of our community, especially in common areas and around residences. Your feedback is invaluable as we strive to balance environmental stewardship with community satisfaction. We encourage you to reach out directly if you have specific areas of concern that you would like us to address promptly.
  Thank you for being a valued member of our community. We are committed to working together to ensure that our community remains a beautiful and enjoyable place to live for all residents.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basically we wanted to see how much it was to move out and they told us the amount I changed my mind. However they acted like they never saw where I said I changed my mind and was going to stay until the lease is over . So we found out we had to move by me getting a notification that someone was trying to get my lights in their name . From there we only had two weeks to move out after that which is no time for a family with a newborn . I went to the office to ask them about it and they said it was nothing they could do about it , which didnt make any sense. They also said we would have to get another lease signed and have to pay and they couldnt just move us to another apartment to finish the lease out . And now we have a balance of like ***** and some change which I feel we shouldnt have to pay , they caused emotional stress along with just the stress of uprooting my whole family . We were always on time with our monthly payments and they basically evicted us for no apparent reason.

  Business response

  07/22/2024

        The Towers Woodland front office received an email on July 27, 2023-Tenants Notice to vacate with a move out date of September 30, 2023. At that time, we emailed that we had received your notice and included the move out procedures, as well as the move out charges related to your notice. Your lease end date was November 22, 2023. In your notice to vacate you acknowledge that you would owe a letting fee for breaking your lease and we have a call to the front office asking what the other charges on the email were and understood the fees involved. Once an apartment is placed on the market after a tenant has given notice, the apartment is eligible to be released. Your apartment was released very quickly which worked out in your favor for accelerated rent charges. The notice to vacate reason given was for a house purchase/rental with a forwarding address provided in **************. We do not have any record of you needing to cancel your notice of vacate. If you had reached out in person to cancel your notice to vacate after the apartment was released, we would have stated to you that the apartment was released due to you giving notice with an approved lease already. Unfortunately, this does happen where the apartment gets released very fast. Once your move out was completed, a final account statement was generated with the move out charges reflecting on the statement. This statement is then emailed to you to make payments on. We did not receive any payment after your move out date of 9/30/23. In January of this year a phone call was made to the front office by yourself that you would be making payment as you received your final notice before the balance was sent to collections. As of May 2024 no payment was made resulting in the account being sent to collections.

  Customer response

  07/22/2024

  I am rejecting this response because:   
  I can see it as clear as day if you read the email that the very next day I said I didnt want to move forward with moving out , you guys acted as if you didn't see my email and ignored it.
  

  when before I would get a response at the snap of a finger so thats why Im saying its not fair in order for me to pay anything I feel it should be split in half , if not then it just is what it is , I hate it had to end like it did I really loved staying there and I felt at peace while I stayed there , I only asked about the fees because I was curious.

  I didnt tell you guys to put it up , and y'all didnt even let us know that it was being released , not cool . We only had two weeks to get ready for a 14 hour move with our 10 month baby . 
  

  Then when asked if we could just get another apartment , the response was that we had to do the process all over again . 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,RE: Luxe of McKinney My name is *** ******, I applied to a one bedroom unit with Luxe on April 27, 2024 with $65 fee.I have 2.3years of great rental history here in ***** and provided almost 1M dollar bank statements. **** still asked me to make full payment of my 7 months lease which I agreed to however till date Luxe have not reached out to me nor responded to my email. And no lease provided or any information of any sort. All effort to reach **** are all to no avail.Your help will be greatly appreciated. Please let me know if furthers details are required.Sincerely,

  Business response

  07/22/2024

  Thank you for reaching out to us regarding your application with ****. We understand your concerns and apologize for any inconvenience caused by the delay in communication.
  Upon reviewing your application, it appears there was a requirement for upfront payment of your lease term, which you agreed to. However, since then, we have not received any further communication or payment from you. Our records indicate that we have been awaiting your response regarding the upfront payment, which is a part of our rental criteria for approval.
  We apologize if there has been any miscommunication or delay in providing you with the lease documents. Please let us know at your earliest convenience if you still intend to proceed with the lease under the agreed terms. We are committed to resolving this matter promptly and ensuring you receive the necessary information to move forward.
  Feel free to contact us directly with any additional details or questions you may have. We appreciate your patience and look forward to assisting you further.

  Customer response

  07/22/2024

  I am rejecting this response because:   

  As I mentioned and included in my complaint with the email sent to you that requested for lease before payment and there was no response till date

  All documentation were forwarded to TWC 

  Kindly refund my fee paid and this can be resolved

  *******************

  #***-190

  Plano, **

  75025

   

   

  Business response

  07/22/2024

  A lease contract cannot be generated until you have accepted the approval conditions and agreed to pay the lease in full. Once that would have been completed a lease would have been automatically generated for your review. The application fee is charged to review your application which was completed. I apologize if you feel their was miscommunication however the system generates each item as steps are completed. Your acceptance of paying your lease upfront was never completed on your part which left your application inactive. 

  Customer response

  07/22/2024

  I am rejecting this response because:   

  When I requested for lease, the response would been what i am now been told almost three months later after several actions

   

  I have been ignored all the while why response now...not that this was filed in May

   

  I am definitely ignored for other reasons....I was ready to make full payment as requested but all attempt to get answer were abort on your part

  All actions on your part were aligned with process of elimination which when visited your office

   

   

  Business response

  09/12/2024

  This firm represents The Luxe of McKinney and its managing agent, W3 Luxury Living.
  
  The representations Ms. ****** made regarding the information she provided in connection with her rental application are not accurate.  She did not meet the propertys rental criteria for being approved without conditions. She was offered approval with certain conditions, which she declined to proceed with promptly, and the apartment was leased to another applicant.  However, she was invited to lease another apartment when she was ready to meet the required conditions.  Although the application fee is nonrefundable,and represents owners actual cost in screening the application, The Luxe of McKinney will contact Ms. ****** directly regarding a resolution.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to contact W3 Luxury Living and I know that I owe $1580 and I just want to re-assure that it is the right amount and at the same time, I want to know where are these charges are coming from? because I do n it have a clue at all.I keep talking to someone but she is refusing to provide me with the data that I am asking and she keeps mentioning for about a month that there is a problem with their system and I need to get this manner resolve ASAP.

  Business response

  04/02/2024

  Good Afternoon, Can you please provide a little more information so that I can better assist you? What community did you reside in and when?  Who were you speaking with about your account? 

  Thank you. 

  Customer response

  04/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I moved into the Grand Estates Woodlands 3/18/2019. During the duration of our lease, we had very few issues. That was until December 2019 when we received eviction paperwork from the sheriff department. I called the office to find out where this issue came from, seeing as though the office knew that my husband worked a job with a pay schedule that differentiated from our rent payment schedule and there had NEVER been a problem with them receiving payments from us as noted. That day, I went to their office with a money order for the amount PLUS their $300 filing fee. I spoke with management and let them know that I was going to send my husband back to the office and pay the lease in full and that we would NOT be renewing with them. I sent an email to their corporate office regarding the incident. My husband came the next month and paid the remainder of our lease with a cashier's check. I called to make sure that they noted that we would not be renewing and was assured that it was done. I called about the move out procedure in which we were told that we had not given them a notice to vacate. I had given 2 notices already and asked how many more they would need. They told me to send another email and to date it. Which I did. They moved our move out date and attempted to charge us for a partial month of rent. I was referred again to their corporate office. My husband works in the oilfield (**********) he came to the office to bring the keys before he left out for work, and asked if they could go ahead and do the move out inspection. He was told that he "was good". We received an invoice for the partial month, cleaning, as well as breaking the lease (for a lease that was paid in full). I called and emailed their corporate W3 Living and have never received a response. This has been ongoing since the day it hit our credit reports. I have pictures and video evidence of the move out and have asked that they review our payments and it corroborates this.

  Customer response

  04/10/2024

  As of 4/9/2024, W3 has reached out and corrected the discrepancy. Thank you.

   

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from the Mansions at Mercer crossing saying my ac**unt was sent to **llections. Then 7 minutes later I received my final statement. They sent my ac**unt to **llections before the even sent me the final statement. They also charged my for several items that do not exist that we did not have. Kitchen furturniture for example. We did not have kitchen furniture. They provided a move out checklist which we filed out. There was also an amount listed we had to pay which we did. Now there is a huge bill that was sent to **llections. They charged us a lease termination fee, but then also are charging for additional months rent on top of the lease termination fee. This is unethical. We moved out because we were ** tinuosly harassed by a neighbor all hours of the night to the point were the police had to be called multiple times. We ha r already paid $2066 for lease termination and our ac**unt then at 0 dollars. Now they are attempting to **llect another $4900 for false charges and additional al rent after we paid the lease termination.

  Business response

  07/22/2024

  
  Thank you for bringing your concerns regarding your account at ******************** to our attention. We understand the importance of addressing this matter promptly and clarifying any misunderstandings.
  Upon reviewing your account, it appears there may have been confusion regarding the timeline and details of the charges applied after your move-out. Please allow us to provide clarity on the situation:
  -Account Status and Collections: As per our lease agreement, if a resident moves out without settling lease break fees, the account is subject to being sent to collections. This is in line with our standard procedures aimed at resolving outstanding balances.
  -Charges and Disputed Items: Our records indicate charges were assessed for damages and items left in the home following your departure. These charges were outlined in the final statement provided to you. Specific items such as wallpaper removal, hole repairs, furniture removal (bedroom and patio), blind replacement, and disposal of items were documented during our move-out inspection.
  -Lease Termination Fee: The initial reletting fee of $2066 was separate from the charges for damages and accelerated rent.
  -Concerns and Resolution: We acknowledge your concern regarding the additional charges and understand your frustration. However, it's important to note that these charges were assessed based on the condition of the unit and the items left behind, as outlined in our move-out checklist.
  Next Steps: We confirm that your balance has been paid in full and is reflected as such in collections. If you have any further questions or require additional clarification regarding the charges, please feel free to contact our office directly.
  We appreciate your attention to this matter and apologize for any inconvenience caused during this process. We remain committed to ensuring transparency and fairness in all our interactions with former residents.
  

  Customer response

  07/22/2024

  I am rejecting this response because:   

  The charges were excessive and no final statement was provided until after we received threatening emails and phone calls from collections. Terrible rental company and and even worse management. All the buildings other property are neglected and in poor shape. They all should be inspected. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live on the 5th floor of the Towers of Seabrook "luxury apartments". The building is equipped with an elevator, a needed elevator. I would not have rented here if there was no elevator. On or about September 18th the elevator broke. We are now 4 weeks into a broken elevator. The leasing office does not care that we have to walk up 98 stairs to get home every day. I have not been able to go grocery shopping, can't carry everything up all those stairs. I was told by the leasing office that the elevator was an amenity, not part of the apartment. I am ******************************************* The leasing office says they are waiting on parts, I say they are going the cheapest route. I asked for help getting things up the stairs, was told no, it was a liability.I also heard from more than one resident in the building that the elevator breaks down about every three months or so. I moved in in June of this Year.There is a parapalegic women who lives on the 4th floor, she has been trapped in her apartment for 4 weeks. I spoke with her care giver. She has missed doctor's ****************************** We cannot get groceries delivered; they won't climb the steps.I asked to have my rent reduced due to the elevator being broke for so long. I was laughed at. I would also like to add that I was trapped in the elevator the day it broke.I would just like the management to get the elevator fixed, show some compassion for the residents and possibly give us a break on our rent due to lack of services. I would never have rented an apartment on the 5th floor without an elevator.The leasing office did give a gift card for $150 to try and get groceries delivered. Monthly rent is $1717.The management company also removed my bad review from their website.

  Business response

  10/27/2023

  *******, Thank you so much for the feedback, and we apologize for the delay of repairs with your elevator. Unfortunately, our office staff could not expedite the issue because we were waiting on parts from the elevator company. We were originally quoted a 17 week turn around time. We exhaused all of our resources but were able to get the part needed for this repair much soon and have made this repair.  Our team works very hard to make sure we deliver a great experience and will make note of this so we can improve for the future. 

  Customer response

  10/28/2023

  I am rejecting this response because:  I was not happy with how this was handled,  tenants were left to fend for themselves.  The elevator took just over 5 weeks to fix, way to long for the amount of rent we are paying. I was treated like I was wrong for wanting equipment fixed that, I  feel was a needed part of 5th floor living. 

  I don't need anything else from the Towers  apartments since I  am moving out at the end of November . I will not recommend anyone move here after the way this was handled.

  Business response

  10/31/2023

  We apologize you are not happy with how this was handled.  A control board is an extrememly difficult part to locate at this time and is not something we nor any elevator company can keep in stock.  As previously mentioned we exhaused all resources to get the elevator repaired as quickly as possibly.

  Customer response

  11/04/2023

  I have no choice but to accept the response from the Towers apartments.  I am not satisfied that they handled this the best they could, customer service was lacking. 

  Customer response

  11/13/2023

  I have reviewed the business response and accept this resolution. 

  I have no choice but to accept the response from the Towers apartments.  I am not satisfied that they handled this the best they could, customer service was lacking. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved in Mansions of Prosper, a WC3 community, apartment *******************************, Mckinney ** ***** on 8.26.23, but I just noticed today, 8.11.23 that they didn't credit my 1K move-in incentive to my first month's rent I. I didn't catch it when signing, but when I realized this, I notified them via email 2 times and called on 8.11.23. Management responded that it had expired and told my realtor that no incentive was offered. We discussed the incentive three times during the tour, and I specifically asked about the "on select units" statement they had online. The leasing agent, ******* told me that I could apply the 1K to any unit of choice. So, I chose **** Bungalow due to being along the tree line, but it wasn't available until 8.26.23 for move-in, and I said I could wait, although I could move in tomorrow if needed. ******* said I could apply the 1K towards my first month's rent or spread it out over the lease; I instructed her to apply it all to the first month's rent, which they didn't do. On August 9, 2023, I wrote an email requesting them to honor their obligations and include the incentive in my lease and they did not return my email or calls. On 8.10.23 I sent another email to WC3 directly (the property management company) and through the mansion portal online. Moved in on 8.26.23 and asked again about the incentive ******* had promised I would get. She told me it would be credited to me for the second month's rent. I said thank you for updating the records. Immediately she looked up my file and noticed it was wrong and said, sorry it expired. I again reiterated that I called her and told her I was coming in for the incentive and we discussed it specifically during my tour. She said nothing and I told her at that time, this was not over. It's clear cut a bait and switch and its illegal, refer to Commerce Code *****. I want the 1K I was promised. Nowhere on the website does it state any expiration dates now or in the past.

  Business response

  09/26/2023

  This matter has been further researched by reviewing all of the provided documentation as well as our internal notes, written and phone communication and quoted documents with both the resident and realtor. Upon doing so, we see that a realtor, ******, called our office on June 24, 2023. On this call she asked if we had any 1 or 2 bedrooms for immediate move-in.  Our agent informed the realtor that we do have 1 bedrooms for immediate but no 2 bedrooms to which ****** replied that she would be bringing someone by later that day.  On June 24, 2023 ******************************* did tour,was quoted and applied for a 1 bedroom while in the office with her realtor *************************.  We have no notes or communication that indicates discussion of rent concessions prior to or at the time of applying with either ******** or her realtor *************  The quote (attached document) that was provided to ******** on June 24, 2023 is for the desired unit and move-in date ******** selected during the tour.  This quote does not reflect any rent discount being applied to the home.  The quote does however state Free Rent on select floorplans on 13+ month lease terms, Incentives based on move-in date. The quote details Receive up to $1,000 off 1st full months rent on 1 bdrms. Receive up to $1,500 Off 1st full months rent on 4 bdrms.  Furthermore, there is a disclaimer on the quote stating Incentives are on select floorplans only.All incentives are subject to change without notice.
  
  The first mention of the incentive we have record of was on August 10, 2023.  ******** wrote our office stating I had a realtor with me who specifically stated we are here because of your move-in special...$1500 on move in and she specifically stated I could apply it to the first month s rent, and that was never applied. We responded by calling ******** on August 11, 2023 and on that call ******** stated the only reason her and her realtor came in was because of the $1500 special and was asking why it wasnt applied.Our agent informed her that the only units we offered a $1500 discount on was for 4 bedrooms and that if she qualified for any type of rent discount then it would be reflected on the quote and lease contract.  Shortly after, the realtor ****** spoke with our Assistant Manager also inquiring about the $1500 special. ****** was informed that we have no ability to manually add or remove incentives from our quotes on-site.  Therefore, if her client qualified for a rent discount it would be reflected on the quote and automatically feed onto the lease contract. While on the phone we researched the matter more and established there was a $1,000 off 1st full months rent on 1 bedrooms for move-ins by 8/24/2023 or earlier being offered at that time. However, ******** selected a home for 8/26/2023. The realtor felt we should honor it anyway and was very concerned with her client contacting her broker and getting legal involved over this matter. At no time did we state bring in your attorney and then we will discuss it. 
  
  Due to the inquiries being for the amount of $1500 (not $1000), we believed the source of confusion may have been from the promotion on our website home page that would have read Receive up to $1,500 Free Rent!Limited offer on select units. Call for Details..  That was in fact a promotion being offered at the time but did not apply to the unit type or move-in date selected by ********.  We strive to conduct business in a fair and appropriate manner in each scenario.  As such, if we identified any record of either a $1500 or $1000 incentive being offered to ********, we would honor that.  However, we are not able to substantiate any such rent discount being offered to ******** on the selected unit and move-in date both through our internal records or on the internet archives provided by *****************While we regret we did not reach the desired outcome for our resident, we are confident we were prompt and consistent in our response to this concern.

  Customer response

  09/30/2023

  I am rejecting this response because:   This is untrue statements. ***** was the person who took me on the tour and told me that I would qualify for the incentive when she was touring me in the golf cart! At no time would I make this up. She specifically told me I could apply my incentive to the first months rent which is why I signed the lease the same day I toured. My realtor toured with me and was there so she is a witness to the entire situation at hand. And YES, Destiny stated to bring in my attorney to discuss this further and hung up on her! I don't appreciate the lack of truth on your part and I don't appreciate being a victim of what we call "bait and switch". I have all documentation of your incentives offered on any unit via the Wayback machine because nothing disappears on the internet. The day of move in ***** said oh you will get your incentive applied on month two and then again after seeing it was not included in my lease, she retracted her statement and made up a bunch of BS telling me oh I see you don't qualify and which time I laughed and said this isn't over. It will not be over until we get in front of a judge because that is my next move. I want to ensure you do the right thing and give me what she promised and nothing less!

  Business response

  10/12/2023

  We have done all of our due diligence in researching this matter. The legal binding contract that was signed by ****************** reflects a $0 concession amount.(See page 19 of the lease agreement provided)  We apologize that we could not come to a agreement on this matter. 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been a month since I put in a work order for my dishwasher being out with no eta of repair. I just moved here in June 2023. I *** never used it so I did not know that it was not draining and did not cycle until a month ago when I reported it. I have been told after going to the office multiple times that it is a warranty issue with no eta. I also have two work orders on for my aC not functioning properly my room is like a sauna. I was asked via email could my work orders be out on pause until the dishwasher issue is resolved! Really my aC is not functioning and you ask can I pause it when there is no eta for repair for another item that is totally un related. This has to be the most unprofessional business I have ever dealt with. The manager ******* is rude and unprofessional she told me when I went to inform her about the landscaping company leaving there lawn mower parked on my drive way that they dont do that they usually leave it on the grass as of I would really make up a lie about a lawnmower. No accountability. I was not asking for them to be fired just mindful. Next time I can run it over and they can pay Porsche to repair my bumper. I expect to hear something soon regarding my AC and my dishwasher or I will proceed with legal filing l. This is ridiculous at this point. I also called the corporate office regarding these issues only to have alKatie the receptionist laughing with her co workers while on the phone taking my message! Another unprofessional employee. I still have yet to hear from anyone. They have three days to respond and Im filing suit

  Business response

  09/20/2023

  Thank you for contacting us regarding your concern. After receiving the initial service request on Saturday, September 9th regarding your air condition not functioning properly leaving your bedroom hot, we attempted to contact you via email. We were wanting to confirm if you would like maintenance to complete the service request immediately or wait to complete at the same time that ******* enters your home. Due to past incidences of you requesting to be home anytime access is made, we wanted to ensure your request was being handled appropriately.Although the email was read, we did not receive a reply. On September 13th another ticket was opened regarding the same issue. We called again to confirm if you would like us to complete the ticket immediately or wait and you opted to wait until ******* was scheduled for September 14th. When ******* arrived, we were unable to access the home due to the privacy lock being activated. We attempted to contact you to gain access through the garage but were unsuccessful.
  ******* was rescheduled for Monday, Septmeber 18th. During this visit they replaced the water pump and maintenance attempted to address the *** They were not able to locate an issue as the air was blowing 57 degrees at  6 inches from the vent. They did adjust some of the vents to help with air flow until an air conditioning company could come to service the home.
  On September 19th you stopped into the office to notify us that the problem still existed with the dishwasher. I reached out to ******* to reopen the ticket. They initially scheduled service for September 21st but due to a part delay they called and rescheduled for Friday, September 22nd. (Both dates were communicated via email on the 19th)
  **** Air was also scheduled to service the air conditioner and complete an air balance test on Saturday, September 23rd (an email with update was sent on 20th). It is imperative that we gain access to the home on the 23rd to avoid further delay in service. We will ensure any communication is sent via email to ensure you are kept up to date with any information. 

  Customer response

  09/20/2023

  I am rejecting this response because:   
  

  The delays in repair has not been due to me. The ******* tech came to my home and indicated he fixed the issue to no one he just left. Now since i went into the office and indicated the issue persists. The part is on order. Again the lack of communication is un real. The day I stayed home from work based on the email I was sent saying a tech would be there on Monday then to receive an email saying it would be Wednesday just to receive a call saying someone rescheduled so the tech is here just for him to not fix the issue. The problem is there was no communication on this for three weeks! I was told by ******* that its under warranty and there is nothing she can do about it. Instead of calling ******* and following up with me. how about you address the email I sent you regarding the so called valet service and the lack of communication and professionalism. No follow up and no follow through. ******* sent me an email saying its ***** degrees in my unit. Wow thats interesting when the thermostat reads 70 so I guess that doesnt work either. I want out of this bug infested, poorly managed place. 

  Customer response

  09/20/2023

  Again lack of professionalism and knowledge. You did not address that it was three weeks before any communication or exchange happened after your in house staff was not able to repair. You all rescheduled and also sent a tech to home who indicated the work was done and the problem persists. You also sent some email saying a temp reading for my unit was between ***** degrees. Thats false its 70 degrees on my unit excuse the living room is 70 my bedroom is 75 or higher it seems. This is ridiculous I have lived here for less than three months and nothing g works in this bug infested place. The garage door was messed up, spiders and ants everywhere, paying for valet just to throw trash on the lawn ridiculous. Not one thing is Luxury about this place. The gate is delayed. The management is terrible and the maintenance team needs training

   

  Customer response

  09/20/2023

  Again lack of professionalism and knowledge. You did not address that it was three weeks before any communication or exchange happened after your in house staff was not able to repair. You all rescheduled and also sent a tech to home who indicated the work was done and the problem persists. You also sent some email saying a temp reading for my unit was between ***** degrees. Thats false its 70 degrees on my unit excuse the living room is 70 my bedroom is 75 or higher it seems. This is ridiculous I have lived here for less than three months and nothing g works in this bug infested place. The garage door was messed up, spiders and ants everywhere, paying for valet just to throw trash on the lawn ridiculous. Not one thing is Luxury about this place. The gate is delayed. The management is terrible and the maintenance team needs training

   

  Business response

  09/27/2023

  The *********** technician was not able to access your home again on Saturday, September 23rd due to the privacy lock being engaged. You were made aware of the service schedule on Septmeber 20th and confirmed that you would be home. The service request for the dishwasher was completed today, September 26th. If you would like to chat about the concerns regarding curbside trash and pest control, we would be happy to discuss further. The valet trash is a curbside service and was explained as that. There is no trash can provided as the trash bags are ************* at the curb between 6-8pm, Sunday-Thursday evenings. The temperatures reading from the vent are between ***** degrees, this does not mean your ambient temperature would be that but is a normal reading from an air duct for a operational A/C. Due to continued denied access, we have put your service request for the ac on hold until you are ready for service. Please let the office know what day works best for you, and we can try to schedule the third party company to come during that time. 

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