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:10/08/2024

  Type:Product 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 told I would recieve my deposit back with in 30 days after leaving a house in march . the tbd management representitive did a walk thru on the 3/28/24.******** ******* did not contact me till around july give or take.Its October and know one has contacted me or returned my 1400. the amount I was tol i would be recieving ..Ive given them my direct depost ,they still sent it thru the mail that some how got magicaly lost. Now there saying its a housing over payment issue ,wich once again has nothing to do with me.

  Business Response

  Date: 10/21/2024

  In response to the complaint filed on October 8, 2024, regarding the security deposit refund for our resident ******* **** at ************************************************************************, we would like to address the situation and explain the steps we have taken to resolve it. We promptly refunded the full $1,929 deposit. To ensure prompt delivery, we overnighted the payment, and it was delivered on October 21, 2024, at 11:20 a.m., see attached photo. We apologize for the inconvenience caused and are committed to improving our processes to prevent this from happening in the future.

   

• Initial Complaint

  Date:08/09/2024

  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.

  Ive put in several work order requests online and none of them have been completed dated from 6/23/24 and the leak on 7/9/24 after hurricane *****. No one has even contacted me with an Estimated time of arrival. Ive called the emergency maintenance line several times 7/29, 7/30, 8/8/24, wnd 8/9/24. These work orders go back to 6/23/24. Ive tried to chat in the online portal and get no response. The dispatch arent even able to reach the maintenance *********** of the issues we have needs to be inspected and to see if there is mold growth. This is becoming a health hazard and no one has came by to check on this. Ive developed an upper respiratory infection in the past 3 weeks and could be due to possible mold growth in the home. They are also breaking their own lease by not inspecting the possible mold growth that was reported nor the possible leak in the attic.

  Business Response

  Date: 08/26/2024

  Monday, August 26,2024
  
  Mailynn Cemeni
  ********************
  *********** 77584
  ************
  ********************************
  ******************************
  
  Dear Mailynn,
  
  This response is regarding the BBB Complaint # ******** that was filed on 8/9/24.
  
  First, allow me to apologize on behalf of our service department.  I was able to research the notes regarding the work order submitted on 6/23 for Dripping sound in atticand found the following:
  
  6/23 work order requested
  6/24 tech assigned
  Hurricane ***** occurred on 7/8 which then set the service **** back unfortunately due to missing roofs, missing siding, leaking windows, fences down, etc.
  8/12 sent to vendor
  8/13 vendor scheduled for AM. **** was held up at prior appointment and contacted resident to schedule for PM. Upon arrival, resident asked to reschedule for Mon 8/19. Tech arrived 8/19 and unclogged AC drain line.  Issue resolved same day.
  
  There were also two pending work order requests for the towel bar in primary bath and the sink clogged in primary bath / change AC filter.  Both requests were handled today 8/26.  *********** tech also used the moisture meter to check the walls that were wet from the leak and it read DRY.  No moisture was detected.  He did, however, recommend that we go ahead and remove the insulation and sheetrock and replace it for your peace of mind.We will get this scheduled immediately.
  
  Again, we truly apologize for the delay and appreciate your patience.  Please feel free to keep my direct information for future use if needed.
  
  
  With Regards,
  
  
  **** *********
  Sr Regional Manager 
  TBD Management 
  Main: **************
  **********************
  *************************************************;
  **********************;
  
  

• Initial Complaint

  Date:05/09/2024

  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 am writing this complaint letter to bring a very serious ongoing issue to your notice. I am extremely disappointed and shocked at the lack of professionalism and lack of communication displayed by your employee(s).

  Business Response

  Date: 06/03/2024

  Mr. ******* ***** applied to live at ******* at **************** on September 11, 2023.  According to his *** Rental Application there would be 3 additional occupants residing in the home:****** ******* (Mother), Zyaire **** ***** (Son), and *** ****** (Significant Other).  Mr. ***** didnt list any animals on the *** Application that would reside in the home.  Mr. ***** moved into ENCE901 on January 12,2024.  The *** Lease Contract did not include any of the above occupants and Mr. ***** said he would be the only person living in the home.  In addition to signing the *** Lease Contract, Mr. ***** also signed the *** Lease Addendum for Concession, Credit or Other Discount that stated, Resident is set to receive 1 month free (February $2750) and $500 Amazon Gift Card. Mr. ***** moved in and paid the prorated rent and fees. He owed 2 additional days of rent, and those 2 days were waived and reflected as an additional concession in the amount of $269.81 on his ledger.  Mr. ***** received the month of February free in the amount of $2750 as noted on his account ledger and as agreed upon in the Concession Addendum signed by both ******** and TBD Management.  Mr. ***** was charged $2750 plus utilities for March and paid $2570 for rent and utilities.   Mr. ***** was charged $2750 for April rent plus utilities, and he paid $2520.00.  As of May 1, 2024 Mr. ***** owed a balance of $3508 that included rent balances from prior months of short paying, May rent, as well as utilities.  Mr. ***** was contacted by our management team to inquire about the past due balance via phone and 3-Day Notices to Pay or Vacate were delivered to the residence.  He entered the ************** on May 3r, 2024 to inquire about his balance.  The balance was explained, and a copy of his account ledger was emailed to him the same day.  It is our policy to file eviction on persons owing rent as of the 10th of the month.  Mr. ***** was carrying a rent balance from March, April, and May.  Upon receiving an explanation of his balance, Mr. ***** said he would be making a payment the same day or the day following.  Collection proceedings continued because Mr. ***** failed to follow through with payment as promised and as contractually obligated. Mr. ***** contacted the corporate office to complain about being evicted while stating he was paying rent.  ******** gave the reason that he was out of the country and unable to make his most recent payment promise. Eviction paperwork was served.  Mr. ***** sent his alleged wife, *** *****, to speak with the management team. Because there were no other occupants listed on the lease contract, Mr. ***** emailed an authorization to speak with his wife about rent payments.  When asked if she lived at ENCE901, she replied she did not. Payment was eventually made by *** ***** on May 21, 2024. The eviction was dismissed, and the account remains paid in full through June 2, 2024. 
  Industry standard operating procedures were followed as it pertains to rent collection and issuance of proper notice. Mr. ***** acknowledged in writing the concession agreement, at the time of move in.  He made 2 payments, March and April, and neither were for the full amount of rent and utilities that was owed.  Mr. ***** made payments via his online resident portal which provides access to the account statement and reflects the full balance owed.  He saw the balance owed and chose to pay a lesser amount that ultimately resulted in eviction proceedings.  Mr. ****** request for a billing adjustment has been denied as the amount owed is what he is contractually obligated to pay Enclave at ***************** 

• Initial Complaint

  Date:05/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to ****** estates paid my application fee and admin fee understood they were non refundable however I supplied my rental information that was to be verified & they took it upon themselves to send a rental verification to an address on my credit report without my consent I am relocating to ***** due to domestic violence & this company used my name to request rental verification, this is absolutely not ethical, I stay with a family member in ***** and they have a lease and I AM NOT ON IT, they were scrutinized by their ************** all because this company assumed instead of asking, *** staff person at *** property was beyond rude I called & inquired and she said it was on your credit report so whats the problem? now my family member isnt getting their lease renewed and have about 6 weeks to find a new home because TBD made their landlord aware adults not on the lease were living at the home , I would like refund for all fees paid for their ** authorized use of an address on my credit report

  Business Response

  Date: 05/20/2024

  Ms. ****** applied to rent one of our homes located at ****** Estates in **********, **. She submitted the attached signed application and acknowledged that the *********** she submitted was true and correct. She also signed and agreed to allow the information and contacts provided could be used to complete a credit, reference, and/or background check.  Lastly, Ms. ****** acknowledged that all fees were non-refundable.  At no time was the leasing team at ****** Estates made aware that Ms. ****** was a viction of domestic violence or that we were not to contact or verify informaiton we obtained through screening her application. As part of the applicaiton verificaiton process, any and all information obtained through the screening process will be reviewed and used to determine the approval status. It is unfortunate that Ms. ****** did not disclose all of the information included in her BBB complaint to the onsite team prior to processing her applicaiton.  Had we been made aware, we could have discussed the process and considered alternative options for verifying the information reported during the screening process.  Ms. ****** is requesting to be refunded the $75 application fee and $150 administrative fee and the refund is approved and currently being processed pending confirmation from Ms. ****** of her desired mailing address.  The approval to refund these fees is not an admission of failure to follow policy and/or procedures, rather a gesture of goodwill.  

• Initial Complaint

  Date:04/03/2024

  Type:Product 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.

  Security deposit refund has not been issued in full. I was charged a $425 cleaning fee and was told it would be refunded. This has not happened and its been since December of 2023 since this company has held on to my deposit.

  Business Response

  Date: 04/22/2024

  To Whom It May Concern:

  We have already been in communication with Mrs. ******** and we submitted the *** refund of $425 for her on Friday last week 4/19.  She provided her banking account information so that we could do the direct deposit for her.

  With Regards,

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

  Sr Regional Manager

  TBD Management

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

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

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move out reasons When moving in we were told that amenities were going to begin at the end of summer of 2023, which was a big factor on why we chose the neighborhood and decided on a 15 month lease. However, it's 2024 and nothing has changed.Also, we pay 5.00 for pest control every month. However we aren't serviced every month. It took months before getting someone to service us. A refund should be issued for that.There is no direct office/property management. We have to go to the town homes and they have to communicate with the Dallas office. There are also no proper stop signs on the streets in-between the homes.We were also told that speed bumps would be placed on the street to help with speeding cars. My children and several other children are not safe in this neighborhood. Several tenants have complained but again nothing is done. Attached are pictures of an accident that happened across from my home due to a speeding car hitting a parked car in front of their home.We had a bank issue with our rent payment not going through which resulted in my online portal being locked and now we're told oh well nothing that anyone can do about it. I contacted my bank and they couldn't answer why my payment didn't go through. So not only does Wan bridge not care about the community or tenants, I'm inconvenienced having to make a cashier check every month and pay a fee. That was not mentioned in the lease agreement. I also learned that my cashier checks get commuted by a maintenance member. I have no guarantee that my money gets to the office. These rent checks are $2800.00. That is very unprofessional. This is not a single family community. Our neighbors are about 10 or more people who party all night until the sun comes up.The management of this community is oblivious to the safety concerns. Several others have complained but nothing is done.

  Business Response

  Date: 04/05/2024

  Complaints/concerns will be addressed in the order in which they appear in Ms. ******** original complaint. 
  we were told that amenities were going to begin at the end of the summer of 2023. Its 2024 and nothing has changed. 
  The Residences at ************ is a 4 *************** with a mixture of single family detached homes and townhomes.  Phases 1 and 2 were completed in 2023 and Phases 3 and 4 are currently under construction and projected to be completed in July 2024.  The total amenities scheduled for the community include a dog park, playground, covered picnic area, and pool. Currently, the pool is the only amenity that isnt available nor under construction. Seasonality and permitting delays are the driving factors. Permits are still pending with the City of ******. The tentative start date for the pool is August 2024. 
  we pay $5.00 for pest control every month. We arent serviced every month. It took months before getting someone here to service us. A refund should be issued for that.  
  Ms. ******* moved into a new home that had never been lived in prior.  Pest control is included in the final construction of the home prior to being ready for occupancy. Every resident is charged a monthly pest control fee.  The exterior of the homes is serviced 4 times per year; more frequently upon request. The interiors are serviced upon request with unlimited requests. Pest control is offered weekly.  During the first 2 to 3 months of Ms. ******** occupancy we were experiencing challenges with the pest control provider at that time. They were not responding to request as contractually obligated.  A change in provider was made and the new company began service in October 2024.  Maintenance records reflect requests for pest control service on 6/21/2023 (completed 7/3/2023) and 7/12/2023 (completed 7/14/2023). Ms. ******* received the month of October 2023 free ($2795 concession) in an effort to compensate her for the inconveniences of delayed pest control and additional service challenges she experienced upon her initial move in.
  There is no direct office/property management. We have to go to the townhomes to communicate with the Dallas office. 
  There is a **************/Model Home located at the entrance of the community that services all phases. The TBD Management onsite leasing employees office in the ***************  Residents are encouraged to contact our Resident Support Manager who resides at the ***********************  Residents may also choose to communicate needs to the onsite leasing employees, however all resident related matters are to be directed to the Resident Support Manager via phone and/or email.
  There are also no proper stop signs on the streets in-between homes. We were also told that speed bumps would be placed on the street to help with speeding cars. 
  Currently, there are 3 stop signs at the entrances of the 3 streets leading to this phase of the community.  TBD Management has been working with the City of ****** and the *** to determine if more can be added in addition to speed limit signs.  Phase 1 has been approved and Phase 2, where Ms. ******* resides, is still pending.
  TBD Management submitted a request to the City of ****** for speed bumps to be installed and the request was denied. The reason for denial was that speed bumps interfere with access for first responder emergency vehicles and can potentially cause damage to them. 
  TBD Management has emailed all residents on multiple occasions to address the speeding as well as other violations. 
  Im inconvenienced having to make a cashiers check every month and pay a fee. That was not mentioned in the lease agreement.
  Ms. ******** account ledger reflects a move in date of 5/27/2023. June and October of 2023 were free. Rent was late November 2023, December 2023, January 2024, February 2024, March 2024, and April 2024.  Decembers rent payment was returned insufficient funds. The *** Lease Contract signed by Ms. ******* and TBD Management states in Paragraph 3: 3-1 Payments. You will pay your Rent by any method, manner and place we specify in accordance with our Community Policies. Cash is not acceptable without our prior written permission. You cannot withhold or offset Rent unless authorized by law. We may, at our option, require at any time that you pay Rent and other sums due in one single payment by any method we specify.
  I also learned that my cashier checks get commuted by a maintenance member. I have no guarantee that my money gets to the office.         
  The ************** is not equipped to process payments. The Service Manager who oversees the Residences at ************ offices at the ********************** with our Resident Support Manager. He is authorized to transport payments as needed between our communities and the Dallas Regional Office.  To date, Ms. ******** payments have been received and processed without issue.
  I spoke with Ms. ******* March 20, ******************** the complaint.We mutually agreed to release her from her lease contract with no penalties and she will not be charged the remaining 2 months rent. She leased a home in ******************** and is scheduled to move out on or before June 1, 2024.
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  I initial moved to bridge tower on 05/2020. During my second lease their change in property management. I decide to not renew my lease after the current lease ended 11/31/23 I called property management on 12/01/2023. I was told I was scheduled for 10am on 11/30/23. I called 11/29/23 to verify the time and appt. I was told I never had an appt and who I spoke to as if I remember who answered the phone. She stated I would be called on 11/30/23 for my walk thru. I never received a call. So Done moved into the home index but I never received an invoice. On Jan 1, 2024 I sent email requesting status. A check In the amount of ****** arrived in the mail with no explanation of charges.I again sent an email requesting charges . I received an email on 01/08/23 with charges and one in the mail on 01/10/24. I was charged $935.79 for a carpet replacement prorated at a 60 month life span. The carpet was in good condition upon my move out but I was charged to replace, from my understanding that is not legal. Im a veteran and federal employee. I always insured my property were cleaned upon move out per the the lease requirement

  Business Response

  Date: 03/06/2024

  Please See Attached

  Customer Answer

  Date: 03/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.