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:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Firstly, the apartment was filthy upon move in. I thought this was already a compliance issue as apartments are supposed to be cleaned after the previous tenant. (photos are attached). Unfortunately, the complex does not allow you to see your actual unit prior to lease signing. I mean nothing clean in the apartment, as a college student I do still have standards. Irregardless, the complex advertised a washer and dryer as an addition that competitors do not have. I requested maintenance as my washer stopped working. This request was entered 11/2/23, as of today, this request has not be completed nor have I been given a timeframe for when it will be fixed even after multiple calls, web maintenance request, and visits to the office to make them aware of this issue. Whomever reviews the requests went as far as removing my request from the system as if it were complete. It has to be illegal in some aspect to completely ignore a "paying" tenant's request for the product used to solicit my business when it fails. Two months surpasses the timeframe for service. It's the complex's, and it their responsibility to ensure items used to solicit business are properly working or it appears as false advertising if you want to get technical. If I can't wash my clothes and are wearing soiled clothes, this will soon pose a health risk, per ***** OAG, Renter's Rights- "You have a right to demand that the landlord repair any condition that materially affects your physical health or safety. ******." Once again, I'm a college student. I'm in student housing away from home with little funds and it is unfair to have to beg for assistance when I make my payments timely; I need to use some of the rent funds to wash my clothes at this point. I know I am not the only one with such issues, the complex itself has a failed the students and we need assistance as soon as possible.

• Initial Complaint

  Date:10/02/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Lease Term: 07/16/2023 , through 07/29/2024 2. Rent: $1,400 3. Fully furnished. Before moving in, everything should be working and all rooms should be clean.4. We found that rooms are not clean and the carpet smells badly. Almost all appliances are not working. For example, all window screens are broken. ****** is leaking and dryer is not working. A/C filter was full of dirt and bacteria and we waited 105 days and they still not fixed. Until today, the fridge and the dryer have not been fixed. The carpet has not been cleaned either. 5. I want to get rid of the lease. Talked to the leasing office multiple times but no result.

• Initial Complaint

  Date:09/19/2023

  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.

  Small fire due to faulty AC unit. Apartments have been unwilling and unable to provide a timely repair or help for the sweltering heat. They have lied and told us a window unit would be installed only for that not to happen. We paid for 2 nights in a hotel due to the overwhelming heat in the apartment that threatened health and safety .

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son moved to Nacogdoches, ***** to attend college at ****************************************. He looked at The Overlook ******************** page and website to get a good view of how their apartment complex looks. He was very satisfied. He filled out an application. He was approved to lease the apartment for one year. My son's move in day was August 18th. When he moved in, the apartment was nothing like the tour video that is listed on their website, nor is it anything closed to the photos listed on their ******** page. The apartment was absolutely disgusting. The previous tenants belongings were all over the bedroom and bathroom. The bedroom and bathroom wasn't cleaned. The carpet looked like it hasn't been cleaned in years. The lock to my son's room is broken; therefore, he cannot lock his door. He shares an apartment with two other students. The front door lock is broken. The front door will not lock. The furniture that's provided with the apartment is damaged. My son and I complained several times. The manager had a cleaning company to clean the carpet; it look a little better; however, nothing else has been fixed. The complex had an issue, so they turned the water off. When the water was turned back on, my son only has cold water. We put in another maintenance request; nothing was done. He had to shower with cold water for over a week. On Tuesday, August 5th, my son returned to his apartment after track practice, only to discover that the water was completely turned off. My son and I submitted requests to maintenance, again. We called the front office. The representatives that work in the front office have horrible attitudes. One of the female workers told me to put in a request to maintenance. She would not give me an emergency phone number to call the maintenance supervisor on my son's behalf. She was very rude. When I call her back to ask her another question about the time frame of maintenance fixing the issues, she would answer or return my call.

• Initial Complaint

  Date:11/04/2022

  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.

  Apartment was unlivable due to mold and water entering the apartment from roof damage. Was promised rental refund. We have not even received our deposit back as well

  Business Response

  Date: 11/09/2022

  After reviewing the Work Orders for 543B I was not able to locate any work orders submitted for 543B. It appears the lease term was fulfilled and move-out was on 7/31/2022.  We do not require deposits, application or administrative fees.  No deposit was returned because NO deposit was collected at the time of move-in.

  Thank you

  Customer Answer

  Date: 11/09/2022

  Complaint: 18353077
  
  I am rejecting this response because:

  they know there were issues and other roommates received refunds.

   

  file:///var/mobile/Library/SMS/Attachments/ef/15/20E89A66-A18F-4BFE-8934-28379692AC70/IMG_3094.heic
  
  Regards,
  
  *************************

  Business Response

  Date: 12/06/2022

  Due to the strategic location of the damage in the common area, the occupants in bedrooms A & B were NOT given compensation as the ceiling water leak in the kitchen/dining room (common area) did not impact these two bedrooms.  Additionally, ************************* was assigned to bedroom B which would have been the furthest point away from the ceiling leak in the apartment.

  Thank you