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:10/07/2024

  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.

  We moved into the Thornbury in July of 2024. Our original unit was not available on move in day. They tried to put us in a smaller unit that was "move in ready" but full of trash and possible waste biohazards. We were offered a bigger unit at a much high price. After seeing the trash filled unit, the regional manager finally agreed to give us our original price on the bigger unit. Unfortunately the hot water heater was broken and wouldn't be repaired for over 10 days. Our A/C wouldn't cool the unit to a safe temperature, and is still not functioning appropriately. On August 16th, a resident drove a vehicle into the bottom of our building and we have been without power since then. It has been over 6 weeks. *** spent the first 3 weeks assuring us this would be fixed soon. We found out they hadn't even applied for permits yet. It took another 2 weeks to get those because they couldn't figure out how to submit the right documents. I've been advised by *********************** that there is a 30 day violation in place with a heavy fine possible. It has taken a further 2 weeks for repairs to happen, and management has not placed timely calls to get the work inspected. It has been nothing but lies from our first move in. In every email regarding the power situation, we have been "offered" the chance to break leases without penalty. It seems like this is what they want us to do so that they can re-lease our unit to someone else at a much higher price. In all of this, we have paid full rent for a unit that if we were to stay in it for any time, would cause heat stroke. I want this resolved, I want a concession on my rent, and I want the property managers fired for failing to do their jobs and take care of residents. We have had 4 different property managers since July, all rotating out for one reason or another, and none of them deserve to have that job of caring for their residents safety. None of them give a c*** anyways.

  Business Response

  Date: 10/09/2024

  Thank you for your email. We regret to inform you that we are unable to locate the name, phone number, or email address you provided to address your concerns. We kindly request that you reach out to our team directly at [email protected].

• Initial Complaint

  Date:10/03/2024

  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.

  Started renting here in May 2024 and was without an apartment for a month mid August/ mid September because of an incident with the electricity that workers they hired messed up. Not only that apartment was affected but other 10 also have been without ******************* still collected and made me pay for the full month of September and noticed was placed in my door stating that the issue would be resolved in 10 days. That I had the option to go through renters insurance, go to a hotel or choose to move in to a new apartment however if making the desition to move I would have to stay at the new apartment. Till today's date issue for apt 1933 is not resolved.I did end up chosing to move to a new apartment 1636 at no extra cost is what I was told. Keys and apartment was made accessible on September 14th Now come to the month of October I am being charged with full month's of September again,late fee's, and a pro-rated fees.Everytime I walk into the office they act to be busy and not have time. They state that nothing can be done besides escalating the situation. They have threatened that if rent is not paid 10/3/2024 I will be charged with extra fees. Am requesting that they refund me the month that I was not able to habitate the apartment and make adjustments on all the extra fee's

  Business Response

  Date: 10/06/2024

  Hi Salvador, 

  Thank you for your message. We sincerely apologize for the inconvenience you’ve been experiencing. The damages to your building were caused by an unrelated party impacting the electrical meter bank outside with a vehicle. Given the extent of the damage, we offered all affected residents the option to terminate their leases early without penalty or to transfer to another unit.

  We understand that this situation was unforeseen, and we are working hard to resolve it. However, city delays have extended the timeline for repairs. I see that you have chosen to transfer units. Since our software does not merge accounts, you were refunded rent from the date you transferred out of your previous unit (9/16/2024 to 9/30/2024). Rent for your new unit commenced on 9/17/2024, covering through 9/30/2024.

  We didn’t require payment when you picked up your keys for the new unit, and we arranged for that amount to be settled once your refund was processed in the original unit. Please note that rent charges did resume on October 1st and are due by October 3rd to avoid late fees. If you need a detailed ledger of these charges, our team can provide that via email or at the office.

  For any additional questions please contact us at [email protected]

• Initial Complaint

  Date:07/21/2024

  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.

  I am not sure who to address this with. My apartment has developed black mold in my bathroom due to a consistent a/c panel leak. I have made several requests with my apartment complex Thornbury at Chase Oaks, Plano *****, #***. and it is still not fixed. Its a 2 part issue. The ceiling leak needs to be fixed and the toxic black mold needs to be fixed. Please help before the mold makes us sick.

  Business Response

  Date: 07/24/2024

  Thank you for bringing this to our attention. Our team is committed to resolving any service request issues you may have. We have scheduled an inspection of your home with the property manager to address and rectify any concerns.

  If the issue persists or if you have any further concerns, please do not hesitate to contact us directly at ************.

  Sincerely, 

  Thornbury at Chase Oaks 

  Customer Answer

  Date: 07/25/2024

  I am rejecting this response because:   They showed up one morning to address the leak.  Said theyd be back later that same day to check the progress but never showed back up.  3 days now I am unable to shower in my shower.   I am demanding the following repairs in a timely matter and to KEEP me informed on the timeline for each repair.
  1. Complete the leak issue and put panel back up where it  belongs.
  2. Address the toxic black mold on the ceiling and treat it according to environmental standards.
  3. After mold is repaired, the ceiling needs to be repainted.
  4. replace the air vent which is covered in mold spores.
  5. The tub needs to be completely redone as it is covered in rust from the water leakage over time.
  I require all 4 tasks be done, timely, efficiently and keeping me aware of the timeline.  Not just day youll be back and never show up again.  

  Business Response

  Date: 07/26/2024

  Thank you for bringing this to our attention. Our team is committed to resolving any service request issues you may have. Our team is working with contractors to have your items addressed as quickly as possible. Additional requests will need to be submitted through our online portal. 

  Please do not hesitate to contact us directly at ************.

  
  Sincerely, 
  Thornbury at Chase Oaks 

  Customer Answer

  Date: 08/05/2024

  Still not fixed.  I have been without a ceiling in my bathroom for 12 days now and no one in the office will tell me when a contractor is coming to work on it.  

• Initial Complaint

  Date:01/10/2024

  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.

  My name is *********************, and I am writing to bring to your attention some significant concerns regarding the living conditions at my residence in Thornbury.Upon moving in, I was dismayed to discover that my unit lacked flooring, a fundamental aspect of a habitable living space. Since then, the situation has only worsened, and I find myself facing several issues that require immediate attention.Flooring: The absence of flooring in my unit has not been addressed since my move-in, causing inconvenience and discomfort.Rodent Infestation: I am currently dealing with a rat problem, which is both unsanitary and poses a threat to my well-being.Bathroom Issues: There are noticeable cracks around my bathtub, and I have observed black particles in the water, suggesting a potential issue with the pipes. I am concerned that this may be indicative of lead contamination.Shower Dysfunction: The shower in my unit does not work properly, causing inconvenience and hindering my ability to maintain personal hygiene.Mold Growth: Mold is visibly present around all the vents in my living space, posing a health risk and requiring urgent remediation.

  Business Response

  Date: 01/25/2024

  Hello,
  
  Upon investigation, below is what we have found:

  Flooring- we did some research and have found that we were invoiced for both carpet and vinyl installation on 11/15/22 which was the date of your move in. Please reach out to us directly at ************ if the flooring was truly never completed so we can dispute this transaction. Furthermore, you brought to the property managers attention on 10/23/23 that your flooring was coming up and needed to be glued back down.

  Rodent Infestation- we were initially made aware of this issue in November and have taken multiple different approaches to resolve the issue. Our pest control technician went back to your apartment on Friday, 1/19/24, to do another inspection of your apartment to see what further action was necessary to be taken to get the rodent issue resolved. It was brought to our attention that 1) there is a major housekeeping issue and 2) you informed the technician that you had not seen any rodent activity in a few weeks.

  Bathroom issues- we do not have any service requests (completed or open) stating the problem with cracks around your bathtub and black particles in the water. Please note that we are unaware of any issues unless it is brought to our attention.

  Shower Dysfunction- if the problem you speak of is the leak in your shower, we show 2 service requests submitted on 9/1/23 and 11/2/23 and no service requests since then. The one submitted on 9/1/23 was repaired by our maintenance tech on 9/5/23, and the one submitted on 11/2/23 was repaired by our maintenance supervisor on 11/13/23.

  Organic growth- we do not have any service requests (completed or open) stating the problem with organic growth around your air vents. Please note that we are unaware of any issues unless it is brought to our attention.
  
  Should you have any further issues, please reach out to the office directly at ************.

• Initial Complaint

  Date:09/01/2023

  Type:Order 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 recently tried to break my lease due to my child catching a fungus at Thornbury Chase Oaks Apartments swimming pool 08/25/3023. I am being charged for an early termination of $2195. My original lease I signed which is a binding contract for the same show $0 for the early termination fee for the same apartment unit. After my unit wasn't completed she offered to move my date to an new date for the same unit. By law once the first contract was signed by management that's your initial lease, with there being two signed lease for the same unit you can't have two binding contracts signed by the property management. ************************* the property manager stated she will not help due to her being the current manager. This is her property she is over and any issues that occurs she is in charge.

  Business Response

  Date: 09/19/2023

  Hello,
  
  Upon investigating said issues, it is abundant that my staff properly logged the pool chemicals on Friday, 8/25/23 and the chemicals were properly balanced. It was Monday morning, 8/28/23, that the pool chemicals were not balanced properly, and we shut the pool down immediately to properly treat it and did not open the pool back up until Saturday, 9/2/2023, where the chemicals were balanced properly at that time. Regarding the lease termination,as discussed in the office, the lease contract that outlines a $0 early termination fee is null and void as it was a prior lease that states a move in date of 3/15/2023. During our discussion, you had mentioned you moved in on 3/24/2023 which is the reason the lease contract was replaced to reflect accurate information, including a move in date of 3/24/2023 and an early termination fee of $2195. The lease contract you are mentioning with a $0 early termination fee is in fact null and void as it is a previous contract with the incorrect move in date listed of 3/15/2023. The legal binding lease contract is the contract that states a move in date of 3/24/2023 and includes an early termination fee of $2195. We offered to let you out of your lease with no penalty with the necessary paperwork in order to do so. At this time, we are awaiting your signature in order to let you out of your lease with no penalty. Therefore, there is nothing further for us to do on our end.
  
  Sincerely,
  
  Thornbury at Chase Oaks Management

• Initial Complaint

  Date:06/06/2023

  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.

  This apartment complex has charged me $200 dollars for an application fee, which I submitted 3 weeks ago, and there has been 0 progress on it. I have called in many times and left voicemails and no one has responded to me. I have also gone on site several times to get questions answered only to be turned away saying their "systems are down." I know of another couple that submitted their application much later than I did and they were approved the day that supposedly their systems went down.

  Business Response

  Date: 06/21/2023

  Hello,

  Upon investigating the account, it looks like the application was submitted on May 15th. We use a third-party to verify income and the link was sent to the applicant on May 18th to upload proof of income, but the applicant never uploaded their proof of income to the third-party website as requested by management. Our system was down from May 26th until June 6th causing us not to be able to render decisions on applications until our system was back up on June 6th. The application was closed out on June 14th at the applicants request and due to the proof of income never having been uploaded to the third-party website.

  Best regards,

  Thornbury at Chase Oaks Management

• Initial Complaint

  Date:03/11/2023

  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.

  Hello, since I am a foreigner, my text has been translated by the app so maybe the sentences are slightly incorrect, I hope you can understand.1. The apartment I applied for requires me to move in on March 9th (see picture 1), because my original apartment expires on March 9th.2. When I went to their office to sign the contract and pay the deposit on March 8, they said that I couldn't move in on the 9th and that it would be rescheduled to the 10th, which I agreed to. However, after paying the deposit but before signing the contract, they temporarily changed the time to March 15th (as shown in Figure 2).3. I didn't agree to delay my stay for such a long time because my original apartment expired on the 9th and I couldn't stay in the hotel for 6 days, which was a big financial loss for me, so the manager said I could cancel this reservation and if I canceled I could get my deposit and application fee refunded (as in picture 3).4. I finally decided to cancel this apartment reservation, but the manager suddenly changed his mind and said that if I cancel, I will not get any money. (As in picture 4).I now pay a deposit of $1453 and $442 for other application fees. But they didn't sign any contract with me, my deposit was for an apartment I could move into on March 9, and if I can't move in within the time I applied, it's their problem and they should refund all my deposit and application fee.I need legal protection. I look forward to your reply, but since my English is not good, I may not understand if it is over the phone, so if you could send me an email, that would be great, thanks.

  Business Response

  Date: 03/27/2023

  March 27th, 2023
  
  BBB Serving North Central *****
  ***********************************************************************
  
                                ******** DU, **** No.: 19843796
  
  To Whomever This May ********************** let this letter serve as a formal response to the letter dated March 11th,2023, regarding the complaint filed by ***** Du. It is our position that the claims made against Thornbury at Chase Oaks and CAF Management are unwarranted.
  
  CAF apologizes for any frustrations ******** felt within the timeframe applying for an apartment within Thornbury at Chase Oaks.The Property Manager, *************************, and her office members have sent multiple emails to ******** stating that the apartment they applied for would not be ready until the 15th of March. Knowing this, Xinyu Du still paid their additional deposit that was due in order for the application to be approved. Finally, after multiple back and forth email conversations from the Property Manager and ********, the Regional, *******************, contacted the applicant and submitted a full refund of everything they have paid thus far totaling $1,178.00.
  
  
  If any additional information is needed, I may be reached at **************.
  
  Sincerely,
  
  
  *************************
  Property Manager, CAF Management