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:06/03/2024

  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.

  Sanitary: Trash is piled up all around the trash can along with furniture along the side of the trash can cause it needs to be picked up.Wires exposed in the ground. There are holes in the ground, and I won't fill them in before someone gets hurt.It allows residents to Throw chicken bones in the aisleways and won't send a message to get people to stop doing it. Dog parks are full of ****, and it's unsanitary and not safe for other dogs. Grass isn't maintained. There was a nest on my patio. I have asked for three days to remove it, but it still has not been done. Maintenance taking weeks to complete work orders despite numerous reminds and check ins. Friends apartment window is leaking major water when it rains and she has notified the office and maintenance still hasn't fixed it. There are shingles from The roof of my building all over the building for three days and no one has cleaned it up.Mayince also doesn't pick up trash at residents doors everytime they are supposed to cause we pay for it. They are focusing us to pay for Amazon boxes that must of us don't use and they can't get those boxes fixed and they just out them in. Landscaping major issue with irrigation its all oulle up and nothing is being done about it for weeks. Its not kept up so when rains it causes major flooding.When we ask questions no one knows anything or helps us when the manager isn't in. They don't hold maintenance accountable. I know for a fact that maintenance is telling the main office things are getting done which in fact I know they aren't cause it has happened to me many times and no one in the office comes and checks they believe the maintance people. I had orange water that came out of my facuct and the manger of maintenance said it doesn't warrant a replacement. They take better care of the business in front of the complex than they do the complex.

  Business Response

  Date: 06/19/2024

  Thank you for bringing these concerns to our attention, We do apologize for the inconvenience you have experienced. We do value you feedback and wish to address the issues promptly.

  1. Trash and Furniture Pile Up: We will be working closely with the maintenance team to ensure that furniture will be promptly removed. We currently have several signs posted at the dumpster areas prohibiting disposal of furniture and appliances. We will be sending out a reminder notice to all residents about the trash policy to help avoid prohibited items from being placed at the dumpster preventing proper disposal of trash bags.

  2. Exposed wire and holes in the ground: An inspection of the property grounds will be performed by the property manager to identify any safety hazards and any areas that need attention will be immediately addressed.

  3. Chicken Bones and ********: We will send out a property wide notification reminding residents to properly dispose of chicken bones and other waste. Also. we will be increasing the frequency of cleaning in the dog parks to ensure the dog park is sanitary and safe for pets. 

  4. Grass and Landscaping: We are currently working with our landscaping service provider to improve the landscape of the property. The process has already started with the planting of trees, bushes and flowers all throughout property, as well as the removal of dead trees, bushes and flowers. The landscapers are on our property twice a week maintaining the grass an inspection of their work will be done on a more frequent basis.

  5. Nest Removal: We do apologize for the delay in removing the nest from your patio. Pest control was sent to your apartment yesterday to remove the nest and treat the location to hopefully prevent them from rebuilding. We are currently reviewing our maintenance request system to improve response times. We do understand your frustration and will be working closely with maintenance and office staff to ensure all work orders are completed in a timely manner.

  6. Leaking Window: We are prioritizing your friend's leaking window and will be reviewing the request to ensure the repair has been completed.

  7. Roof Shingles and trash pick up: We will be picking up the shingles immediately. We will be working with maintenance to make sure trash is picked up for each apartment on trash pick up days. 

  8 ******************** Your concerns about the prioritization of the business in front of the complex have been noted. The residential area is a separate business and is maintained and operated separately from the residential complex, but we want to make sure that the residential area is being taken care of and receiving just as much attention as the business space in front.

  We are committed to improving our communication with residents. All staff will be reminded of the importance of providing accurate information and assistance. We are also implementing a system to ensure maintenance reports are verified before being marked as complete. We sincerely apologize for any inconvenience these issues have caused and appreciate your patience as we work to resolve them. Please do not hesitate to contact our office if you have any questions or concerns , Thank you for your understanding. 

   

   

   

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid on time for the duration of the lease. They have been rude and unprofessional by entering the residence without proper notification, ect. I have asked for a billing adjustment to no avail. I paid the last payment in the amount of ****** and all I owed was $122.94 leaving an overage of $25.14. I have asked for the billing to be adjusted and the remaining amount be applied to the water bill that is to come after the end of the lease. As you can see from the upload, they have sent a 3-day eviction without proper adjustment. This is unacceptable. All I am requesting is a proper adjustment to the billing. I provided a forwarding address via email with no response.

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I resided at Crest manor apartment for 1 year with no late payments or problems, apartment ****. I ran into financial problems, they refused to allow me to break my lease, I was evicted in January of 2023. It's now April and they refuse to give me and correspondence to my eviction so that I can pay what I owe. They are really unprofessional and ride. I've never heard of apartments not helping the tenant like this complex does. Please read your lease before you move in, they are nice until you sign, better yet, fi d some place else to live because some of the maintenance men with look through your closet and steal. And of course the manager will deny it.

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service 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 received a letter stuffed in my front door last night 2-15-22. The letter indicated that the apartment maintenance needs access to my apartment 2-16-22. The letter also stated that maintenance team will need access to my apartment 9am to 6pm. I do not allow strangers in my apartment when I am not home. I went to the management office and spoke to the manager and said I would need a window of 3 hours and a 48 hour notice so I can make arrangements with my employer. She refused, then she said it is in your lease that you must provide access to your apartment 24/7 or you will be fined. This apartment management is extremely rude and poorly managed. Now I have to spend a day off work because I have no idea when maintenance is coming.

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of unit #2312 at the end of September (turned in keys on 9/29, lease ended 9/30). I received a letter detailing move-out charges. One of these charges is a "soil treatment". I emailed the apartment and spoke with the Property Manager, Maria A****, who stated a deep cleaning was required, which resulted in the charge. I asked for details on what determines a deep cleaning is needed as well as pictures of the areas where it was needed. She stated all carpet required the deep cleaning and sent pictures of the unit. There are no stains on the carpet and when I asked for specific criteria or details, I was told the carpet vendor said the cleaning was needed, so the charge was incurred. When asking for the charge to be removed, Maria stated it couldn't be altered or removed because the carpet vendor provided the estimate. If there is specific and valid details that can be provided on why this cleaning is needed I would accept the charge, but that hasn't been provided. I made all my rent payments on time and never caused issues while living in this complex. Despite workers (maintenance in the community and outside vendors) entering my apartment numerous times when I was not home without me being notified prior and other issues I encountered when living here, I did my best to be a good tenant. I have also asked for a copy of my lease (for personal records) multiple times and never received a copy (and it was not in my resident portal), so I am not able to refer to it regarding issues. I would like for the carpet cleaning charge to be removed from my account or refunded, if payment made before resolution (unless valid proof is provided for the charge).

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 7, 2022/11/03) */ Contact Name and Title: Crest Manor Quality Team Contact Phone: (972) 459-5700 Contact Email: [email protected] Hello, thank you for bringing this matter to our attention. Our record is showing that you have a pending balance of $133.14, which includes two unpaid Water/Waste bills for August and September; unreturned apartment key and mailbox key; and the soil treatment for the carpet stains that was left on the carpet. We have already sent you the photos and a copy of your signed Apartment Lease Contract to you. Although you have moved out and have handed in one key for the apartment and one key for the mailbox on September 29th, you still have an unpaid balance for the water/waste bills that need to be paid even though you have already moved out. Per Apartment Lease Contract that you've signed, you agreed to pay unreturned keys and any additional cost such as carpet cleaning cost. We did a walk-through of the apartment on September 30th after you moved out. We found the carpet was left with heavy stained and heavy indents on the carpet in multiple areas. We had to call in the carpet cleaner and was quoted $59.53 to clean the heavy stains on the carpet. According to the Apartment Lease Contract that you've signed and agreed under "General Clause" under section #38 for Cleaning: You must thoroughly clean the apartment. If you don't clean adequately, you'll be liable for reasonable cleaning charges-including charges for cleaning carpets that are soiled beyond normal wear. Additionally, in the same Apartment Lease Contract that you've signed and agreed under section #40 "Security Deposit and Other Charges" you'll be liable for the charges for unpaid utilities. We appreciate you and thank you for choosing Crest Manor Apartments for your home during the time you've stayed at Crest Manor Apartment. We enjoy taking good care of our residents and provide an enjoyable living environment with luxury amenities. There are fees and utilities that are beyond our control, such as water/waste bills from your usage during the time you were still in the apartment back in August and September 2022, and the cost of cleaning the heavy soil stains and indents on the carpets, and the unreturned keys for the apartment and mailbox, all of which need to be paid per Apartment Lease Contract that you've signed. The best solution to remedy the issue that you've mentioned in your complaint is to pay for the items in the billing that was sent to you and we gladly close our file upon receipt of your payments. Please feel free to contact us at our office anytime at (972) 459-5700. If you prefer, you can even contact our Crest Manor Quality Department at https://crestmanorquality.com/contact for communication with upper management. We can schedule a time to meet in person in our office to review the photos and the leasing agreement that you've signed and so we all can have a clear understanding of the issue and take care of the unpaid balance at the same time. Once again, thank you for bringing this issue to our attention. Looking forward to hearing from you and resolving this matter at once with you. Thanks again and have a great day. Crest Manor Quality Department. Consumer Response /* (3000, 9, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I appreciate your response and professionalism. I understand the charges for the keys and water/sewage bills. However, when I was provided images/details on the carpet cleaning charge, the images were wide views that did not indicate specific heavy staining. With regards to carpet indents, I lived in the unit for 14 months with heavy furniture (couch, bed, etc.), and I'm not sure how I could have prevented those indentions or why they arent part of normal wear and tear/use of the unit. I will be reaching out the the email address provided. Thanks!

• Initial Complaint

  Date:05/17/2022

  Type:Product 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.

  Crest Manor Apartments did not return my full deposit money back & also $100 deposits made for additional remote key fobs for the gates. - Moved out of apartment on 3/05/2022 as agreed. The apartment was thoroughly cleaned & left in very good condition after living there for 3 years. - When I moved in the apartment on 3/22/2019 the bathtub was significantly damaged. It had various punctures on the tub sidewalls & a large puncture on the floor of the tub. The tub was white & the punctures repaired with brown outdoor filler putty as well as the floor of the tub & it was sanded smooth. It was hideous. I reported this to Shayna the facility manager.& she initiated a work order to have the tub repaired. A week later I was told they would not re-finish the tub & would only fill in the holes with clear silicon chalk. The owner refused to repair this properly. -During the entire time I was leasing from Crest Manor, the automated gate was broken or not functioning at least 50% of the time. Many tenants complained, as me, & again management told us the owner refused to repair the gate properly. -When I submitted my 60 day notice to move with Natasha. She pulled my file & figured the final charges & confirmed they were the correct charges & I paid that amount. Also she wrote down my new address in my file. - Followed up on 4/2 with them on where my check was.. I was told it had mailed out a week prior on 3/26. I also received a copy of the reimbursement sheet which showed a $100 deduction for tub damage. -I challenged it & the deposits for the key fobs with the current manager Maria who was very confrontational, arrogant & condescending. She refused any discussion.. -4/6 no check & I had another confrontation with Maria & she continued to lie & further reduced my amount by $78 for an incorrect month to month rate & no $100 key fob deposit return. -Check postmarked 4/30 violating TX Tenants Law Sec. 92.101 - 92.110 by 28 days.