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:01/23/2023

  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.

  The apartment was listed featuring a fireplace and a floor to ceiling bookcase. We received neither. We asked for a rent reduction but were denied. Since then we have had numerous maintenance issues. We have a rotting back door, an unsafe electrical outet, a flickering light in the bedroom, 2 toilets that do not work properly, and 2 stove burners that do not work. These maintenance requests were submitted more than 2 mpnths ago. No one will help us. No one will listen.

• Initial Complaint

  Date:01/21/2023

  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.

  To whom it may concern. I have been currently residing in the apartment complex I'm filing to report since 11/21/2022. Since move in I have complained about an odor of some sort. When I went to the office the front staff stated it smells like mold and mildew. Since then I have been trying to get help from the manager and she refuses to acknowledge my concerns. I have sent in pictures as well and many emails and complaints. Recently my daughter had started to get sick with a horrible cough and me a rash. I also obtained a doctor note stating my daughter is having a possible affect of mold to her respiratory and the manager still has yet to help me. I had reached out to terminate my lease after multiple attempts to get help with mold that I have found. I ended up hiring a mold specialist who states I have black mold. They still refuse to release me from the lease and at this point I need something done. I refuse to live in a place where management does not care about the residents and allows them to have mold that affects my child. I am reaching out to you for help. I also know I'm not the only resident with mold and you can see with reviews. All they want to do is recover the mold for my bathroom. My HVAC is filthy and looks to have mold growth as well. When I moved in my daughters window was nailed shut and it was until I said I should call the city they fixed it. The apartment was filthy upon move in as well as many centipede like bugs, spiders, and nats. They refused to schedule an apt with me or follow up for a date even after I put these concerns upon move in. I'm at a loss with what to do and I need help to get this issue fixed.

  Business Response

  Date: 01/23/2023

  Hello ************************. We have spoken a few times and we have visited your apartment twice to look into this issue for you. Your concerns have not been ignored. The 2 times that we have visited your apartment in your presence, we have not seen or detected any evidence of mold or mildew. We conducted an examination of your walls in your presence that showed that moisture was not present in the walls. We are not keeping you from moving out. You may move out. You stated that you have a report from a Mold Specialist that indicates that there is presence of mold. We want to continue working with you and if you can provide this report, we will respond accordingly. Thank you.
  
  ***********************, Property Manager

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have provided a copy of my inspection to your regional manager along with emails we have made with each other almost two weeks ago, maybe you and the company should have better communication as she stated she was on property and never heard of my complaints before. Come to find out I should not have been expected to pay for that mold test as it was your responsibility to call your vendor according to *****. I have emails asking for that and of course as usual you ignored my request but made sure to state you will enter my property wether I like it or not. I would appreciate my two months of rent I paid and all fees given to an apartment complex who puts tenants in living quarters that are disgusting. I also need a personal accommodation emailed to me to fill out, as I have been offered no help knowing there was black mold as I stated when you came to look with your so called "lead maintence."

  Business Response

  Date: 03/07/2023

  ************************. I know you are stating that there was a presence of black mold. In the weeks that you have been out of the apartment and during the time that we have turned over the apartment, there has been no presence of mold. If you have any documentation that states otherwise, I'll be happy to review it. You stated that you sent this to my supervisor. As you can understand, ***** oversees several properties. I can review this information quicker if you can send it directly to me at ************************************************
  
  Thank you

• Initial Complaint

  Date:09/29/2022

  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.

  This apartment consistently charged me for services they did not provide and would not return the money. Also, when I moved out, they charged me $850 for carpet replacement, when they were already due for replacing the carpet. I tried to get in contact with them to reduce or dismiss the charges but they avoided all my contact for a month until they could pass off the charges to a collection agency and consider it "out of their hands". Here are some of the many issues: 1. The carpet wasn't clean when we first moved in. We requested the apartment have it cleaned since they charged a cleaning move in fee, but they did not. I had allergies for 3 months before working with a dermatologist and finding out it was the carpet. We had to invest in a $2000 vacuum to clean the carpet before I finally stopped having constant allergies. 2. I was without AC in extreme weather (over 100º) and it took maintenance over 4 hours to fix it each time. 3. I was unable to get an air filter for over a year because the door to the AC was locked in. There wasn't even an old filter, there was NO filter 4. We had constant bug issues and despite calls, in-person and online requests, pest control rarely showed up to help. We are charged monthly pest control. 5. Trash was constantly dumped in front of our apartment but we paid for trash valet. 6. For the last 4 months I was unable to park in front of my own building because the broken gates allowed other residents to run illegal businesses out of their garage and let their customers enter and take up all the parking spaces. There were nights there was no parking in the entire complex. We paid for towing service and a gated community. 7. It has been ridiculously difficult to reach management over the phone whenever I needed help. Over the past year there was only like 6-8 times when the phone was actually answered or emails responded to. 8. We were also charged monthly for liability insurance, but that amount was not applied to the closing costs.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/30) */ Hello. The charges applied for carpet are justified. There was significant damage to it from resident/pet use. We spoke to them a couple of times after they moved out and informed them that they must pay their move out balance. The only reason this account has now gone into collection, is because it was not paid in house. Photos of the damage were also shown to them. Also upon reviewing their move in inventory form, we did not find where they reported any issues with the carpet at move in.

• Initial Complaint

  Date:06/13/2022

  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.

  The AC in our Apartment home went dead and stopped working early Saturday morning or last Friday evening. This Weekend temperatures in the DFW area hit a RECORD high of 108. We don't have a functioning AC in the apartment. I walked into the office and spoke with 2 staff members to file a Work order for repairs on Saturday June 11 at 10 am. No one has resolved. Today on Monday June 13th I again asked for a Work order to have work completed and Freon recharged in the Apartment home. Julian the woman on site said they have other orders ahead of us. It is more than 90*F in the apartment. we are asking for a Call to action or help from the BBB.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/06/14) */ As of Tuesday June 14th, this AC unit has been fixed. Please note that this request was not ignored. The AC unit had frozen over. Refrigerant was added, the unit was unplugged to allow the unit to thaw. The AC has worked since then. If there are any other issues, we encourage the resident to reach out to us. Thank you Consumer Response /* (3000, 7, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The main point isn't that it was fixed, the main point is Response TIME. Example (10am Saturday June 11th, Repaired to and fixed on Monday evening June 13th at 6 or 8pm) The major concern is lack of communication from Work order, to Maintenance Tech. When I first approached and made face to face talk with on duty Representative, I was assured work would be performed that Day. Saturday, it Was not. 48 hours later it was repaired. The FLOW from work order to Actually having Work performed is the FAILURE. Can You understand this?