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:01/22/2025

  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.

  I moved into Thousand Oaks in June of 2024, and have had mold issues since. I first reported the visible mold on an air vent, and it was painted over. I had a leak above my shower where I believe the ** is located, and when maintenance came they unscrewed the section of the ceiling it is located in, and a large amount of water poured out. I asked maintenance if this would cause further mold growth, and was told no, because the tile was metal. The mold growth continued, and I sent a thorough email with photos detailing the visible mold in multiple air vents throughout the apartment. I have had constant allergies, vertigo, and hormonal issues since moving in, which I explained in the email. Managements solution was to "clean the air vents," which would only spread mold throughout my entire apartment/on my belongings. They refused to use the word "mold" in any email correspondence. After I pushed back immensely on this, they finally had a remediator come out 13 days after my initial email, and months after my work order regarding the mold. They have little care for the health of their tenants, and told me I'm free to enter my apartment immediately after the remediation (despite chemicals/mold spores in the air and my history with asthma, which I made them aware of on numerous occasions). Upon looking at ****** reviews, it seems I am not the only one with such a horrific experience with mold and management's negligent response. These "luxury apartments" are inhabitable. (I tried to add photos but got an error saying they were all too large -- happy to provide photos and email correspondence)

  Customer Answer

  Date: 01/23/2025

  Added 2 examples of mold + some of the email correspondence with the resident manager, Memory *********. They initially tried to send someone to "clean" the **** who was not trained in mold remediation, as required by Texas law.

  Business Response

  Date: 01/29/2025

  Hi ******, 

  Thank you for reaching out, and I sincerely apologize for the frustration and delays you've experienced. I understand how important it is for you to feel safe and comfortable in your home. I want to assure you that Ive been in contact with both your **************** Manager and the Regional Manager to review all communication and ensure I have the full picture.

  I can confirm that your apartment has already been cleaned by a professional vendor. This service was arranged and completed after your detailed communication with the **************** Manager. I understand there was some confusion about when you could return to your apartment, and we apologize for that. We did not complete it as you requested a professional to handle it; we suggested if you were not happy with the vendor, to hire a team of your choice to look at your apartment. However, you were okay with moving forward with our vendor and your apartment cleaning was completed on January 23rd.

  Please know that it was never our intent to put you or your dogs health at risk. If theres anything further we can assist with, we have missing information, or additional concerns youd like to address, please dont hesitate to reach out. Once again, thank you for your patience and for sharing your feedback with us.

  Kindly,

• Initial Complaint

  Date:12/13/2024

  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.

  After signing the lease and moving into what was promised as a move-in-ready apartment, we immediately encountered conditions that affected our familys health. The unit was excessively ****** had a persistent odor, and appeared not to have been properly prepared. Despite our effortsvacuuming, and shampooing carpetsthe situation only worsened. Our family, especially our young child, suffered from severe allergic reactions: itchy eyes, sore throats, and constant coughing.We promptly informed the property management team and repeatedly requested immediate action. While they sent technicians to clean the air ducts, no comprehensive solution was offered. The cause of dust or mold remained unidentified. Although we kept highlighting health and habitability concerns, management failed to provide an acceptable resolution.On September 5, 2024, upon managements request, we presented a doctors note emphasizing that the apartments conditions were detrimental to our health and that we could not remain in these conditions. ***** ****** stated they would allow early lease termination without fees on September 10. Due to our childs worsening symptoms, we vacated on September 15.Subsequently, we requested a refund of rent paid beyond our move-out date. Unexpectedly, management reversed their earlier stance. They now insist on charging an early termination fee, which had never been clearly distinguished from fees during prior discussions. They imply that if we refuse to pay, they will turn the matter over to collections.We believe we acted in good faith and responsibly throughout this ordeal, documented extensively through emails, medical records, and photographs. We seek a fair resolution: adherence to the original agreement to waive all related feesincluding the early termination feerefund of any excess rent, and an end to any collection threats. Our family should not face financial penalties for leaving a harmful, uninhabitable apartment.

  Business Response

  Date: 12/23/2024

  Dear Ismali, 
  

  First and foremost, I want to acknowledge the inconvenience and discomfort your family experienced after moving into the apartment. I sincerely apologize that several aspects of the move-in process fell short of your expectations and our standards.

  Regarding the doctors note, I understand your concern, but I do not believe the note provided was sufficient grounds for immediate lease termination. The note mentioned that your child had been under treatment for years and suggested possible mold exposure, but it did not definitively confirm that the apartments conditions directly caused the health issues. However, we do recognize the severity of the situation and your familys health concerns.

  In light of this, I am willing to waive the required 60-day notice and will refund the prorated rent for September from the time you returned the keys. I will also review the matter with the *******, the General Manager, to prevent any misunderstandings. To discuss this matter further or address any other questions, I encourage you to either call the general manager directly or visit the property to meet with the *************** Service Manager or the General Manager. We want to ensure that we are resolving this issue to your satisfaction.

  I hope this solution addresses your concerns. Please do not hesitate to reach out if you have any further questions or need additional clarification.

  Sincerely,

• Initial Complaint

  Date:09/20/2024

  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.

  On 09/18/24 I walked into my apartment to find my bathroom trashed as there was debris (that looks like mold) all over my toilet and my things thrown into a corner on my bathroom counter. I then realized that my leasing office had let someone into my apartment to replace the **** unit without my consent although they did send a heads up email to the entire building about the crew coming out that also claimed debris would be cleaned up. I immediately emailed the leasing office and they replied the following morning apologizing and stating they would send a cleaner out on 09/20. The only toilet in my apartment is inaccessible and I had to find my own accommodations for two nights. After following up with the leasing office today (09/20) they said they cannot confirm if a cleaner is coming out to clean the mess and stated they will not find accommodations for me because the toilet isnt technically broken. I do not have an accessible toilet because they let someone into my apartment without my consent (without a supervisor Im assuming) and they trashed it. I am requesting to have the leasing office pay for accommodations for me until they clean the mess that they made as well as compensation for the two nights that I slept on a friends couch due to their negligence. I would also like an apology from the leasing office for the way that they handled this situation including letting a stranger into my apartment and not caring that they trashed it as well as forcing me to live in discomfort for two days.

  Business Response

  Date: 09/25/2024

  Hi ******* *****,

  We had informed residents that maintenance would need access their apartment for the **** replacement. It is not our standard to leave any debris behind after a service.

  We regret that this situation caused discomfort and appreciate your understanding of the situation. 

  Thank you!

• Initial Complaint

  Date:09/14/2024

  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.

  Thousand Oaks Management committed to providing a habitable living environment, as per the lease agreement and Texas Property Code, including timely repairs and maintenance. Specifically, they committed to addressing a severe raccoon infestation and restoring the damaged air ducts, which resulted in broken air conditioning and unsanitary living conditions.Despite numerous complaints and communication, the raccoons remained in the air ducts for over two weeks, causing noise, unbearable odors, and air conditioning failure. The infestation led to health and safety hazards, as well as a breach of the warranty of habitability under the lease agreement. Their refusal to provide rent compensation or an adjustment despite the unlivable conditions exacerbated the issue.Thousand Oaks initially attempted to resolve the issue by installing a temporary window AC unit on August 31, 2024 despite issue reported on August 25, 2024. Pest control was delayed, and when they finally arrived, they lacked the proper equipment to address the raccoon inside the ducts. Communication was sparse and unclear, leading to further delays. The raccoon ultimately died in the ducts, and although management removed the carcass on September 12, 2024, they left the apartment in disarray.I paid my full rent, but despite living with unbearable conditions for over two weeks, management refused to provide any compensation or rent adjustments. They declined to acknowledge the significant health and safety hazards or the unlivable state of the apartment caused by the raccoon infestation and air conditioning outage. Responses were often vague and dismissive, showing a clear inability to comprehend the urgency and severity of the situation. Despite my detailed descriptions and requests for action, they failed to address the root of the issue and consistently downplayed the health and safety risks posed by the infestation and the damage caused by the raccoons.

  Business Response

  Date: 09/17/2024

  Hi ****,

  Thank you for sharing your concerns. We apologize for any inconvenience caused and assure you we addressed the situation promptly with our certified pest control team.

  Removing raccoons involves strict Texas regulations and licensing, which can be time-consuming. We understand the delay was frustrating, and we regret any inconvenience it may have caused. We did everything within our power to expedite the process and ensure that the situation was resolved properly. In addition, we have coordinated with you to find a new home, and we are glad to hear that you will be transitioning into your new place this week.
  
  If you have any more questions or need assistance, please reach out. 
  
  Warm regards,

  Billingsley Management

• Initial Complaint

  Date:08/27/2024

  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.

  On April 29, 2024, I was sent a renewal lease offer for my apartment of $1748.00 for 15 months with a $100/month reduction if I were to sign and accept the offer within 10 days. On top of this amount, there would be at least $60-70/month in additional charges. I reached out to the business multiple times between May 2024 and July 2024, but the offer never reduced and they refused to lower the amount. On July 11, 2024, I went on to their website to see what they listed my apartment for, which was $1570/month. Considerably lower than what I was offered. On July 13, 2024, they responded that they'd renew my lease for the current rate I was paying, $1626/month plus the $60-80/month in fees, but would not honor the price they had listed on their website. I did not renew and moved out on 7/28/24. At that time they did not have an after hours drop box available and made turning in my keys and the entire move out process a miserable and extremely stressful experience. On August 21, 2024, I reached out since I had not received a final itemized bill of the charges, but saw that charges were posted to my account without explanation or detail. They responded with hostility and refused to remove the baseless and illegal charges. I persisted and they removed one charge because I had listed the issue on my move in form and another charge because I'd provided timely notice to vacate. They are still attempting to charge me illegally and they are not in compliance with the law. They do not engage in ethical business practices and often charge tenants illegally, expecting them to just pay and give up.

  Business Response

  Date: 09/13/2024

  Thank you for your patience. I wanted to let you know that we have settled your account as of September 5, 2024. If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 09/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2024

  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.

  We were tenants at Thousand Oaks for 9 months. At the beginning of June we alerted management that rain water was leaking into our home. We repeatedly requested that someone inspect for structural damage and mold due to the overwhelming amount of water damage on the walls and ceiling. Maintenance came and sealed cracks on the patio to keep water from getting in, but never addressed our health and safety concerns. On June 21 we reported that we had found excessive amounts of mold inside our home. Maintenance responded by treating the area with a stain remover and installing a large dehumidifier. However, using stain remover alone is not a proper treatment for mold. On June 24, the sheetrock was cut out. We inquired with the maintenance person that day about the safety of staying in the room, and he advised that we probably shouldnt stay there. The sheetrock was cut, but no further treatment was administered; it was merely left to dry out with copious amounts of exposed black mold. Despite being advised not to stay in the room, Thousand Oaks is now claiming it was safe to live in, which contradicts the information we were given. They are refusing to reimburse our rent for the days from June 21-July ************************************************************************************* the living room per their recommendation. The repairs were only completed on July 12. Additionally, the repair work was extremely loud, rendering it impossible to work from home that day. Therefore, we are requesting at a minimum a rent reimbursement for the period from June 21 to July 12.

  Business Response

  Date: 09/13/2024

  
  Thank you for sharing your concerns. I understand the inconvenience and frustration youve experienced due to the water intrusion.

  We appreciate your patience while maintenance addressed the problem, including sealing cracks and installing a dehumidifier. We acknowledge that this situation caused significant disruption.

  While weve provided a $250 credit to help with increased electric costs, we are unable to offer a rent refund. We hope this credit reflects our commitment to supporting you through this situation.

  Thank you for your understanding, and please let us know if there are any other concerns we can address.

   

• Initial Complaint

  Date:07/10/2024

  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.

  I am a tenant at ******************************************* #***, managed branded as the Billingsley Collection. Despite multiple notifications since May 31st about severe water damage and mold, necessary repairs have not been completed. The situation has caused health risks, increased utility costs, and unusable apartment space. Details: Failure to repair water damage and mold. Health and safety risks due to mold. Increased electricity bills due to drying equipment. Unusable portions of my apartment, specifically a 53-square-foot closet. Repeated broken promises regarding repair schedules.I have followed their online maintenance request system. Sent over a dozen emails and met with a manager in person. My efforts to resolve these issues with local management have been ignored, despite their recent rebranding emphasizing exceptional service. I seek reimbursement for increased utility costs, rent reduction, compensation for time spent, and immediate repairs.

  Business Response

  Date: 07/18/2024

  Hello,

  Thank you for your patience as we address the issues at your apartment. ******* has been in communication with you, and repairs for the roof leak are scheduled and expected completion is the end of this week. Due to the nature of the leak, repairs inside the closet were contingent upon completing the roof repair first.

  Regarding your concerns about mold, we have conducted inspections and are pleased to report that there is no presence of mold. We have taken measures to ensure proper drying with strategically placed air flow vents and a blower, supported by photos and moisture readings to monitor progress.

  Additionally, please note that any losses you have incurred, such as increased utility costs, should be documented and submitted to your renters insurance as a claim.  We understand the inconvenience this situation has caused and appreciate your ongoing cooperation. Please let us know if there's anything else we can do to assist you during this process.

   

  Thank you. 

• Initial Complaint

  Date:05/13/2024

  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 have put in maintenance requests for my bathroom tub to be repaired. I put one in on Friday, May 10 and another one on Saturday, May 11. I am unable to use the tub/shower. I have still not heard from maintenance or anyone from the complex. Today, Monday, May 13, I received a text. It stated they will see if they can send a tech to come fix the plumbing. They also stated in text that I need to contact them via phone which I did several times. You can clearly see how many times I attempted to contact them via my phone log, but I was not able to leave a messages. When you called and went through the prompts, it would hang up each time not allowing me to leave any message. I sent a screen shot but they are stating only one call was made?? This is simply not true. They also stated cancelling my request to come fix the plumbing. PLEASE HELP US RESIDENTS. WE ARE BEING TREATED SO BAD HERE. PLEASE!!!

  Business Response

  Date: 06/18/2024

  Hello ****,
  Thank you for reaching out to us regarding your maintenance requests. Upon reviewing our records, we found that you initially placed maintenance requests for your bathroom tub on Friday, May 10th and the work order was cancelled on your request on the 14th. However, we attempted to access your apartment for repairs on May 13th and 14th, but were unable to enter as the deadbolt was locked and there was no response from inside.

  Regarding your recent attempts to contact us, we apologize if there were difficulties in leaving messages. Our team will be reaching out to schedule a technician to address the issue promptly. We will contact you directly to arrange a convenient time for the repairs.

  Thank you.

  Customer Answer

  Date: 06/18/2024

  I am rejecting this response because:  It is inaccurate. 

  Business Response

  Date: 06/18/2024

  There was no response with the resident rejection. What is there to respond to?

  Business Response

  Date: 06/18/2024

  Hello,

  Our maintenance coordinator reached out to the resident and was told that maintenance was no longer needed and the work order has been cancelled. 

  Feel free to reach out via your resident portal or to the leasing office if you need further assistance. 

  Thank you. 

   

• Initial Complaint

  Date:04/23/2024

  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 emailed about a trash violation stating my trash bag was too heavy. I asked how much it weighed in the email and it was indicated that they do not acturally weigh the trash but the bag looked bulky. I received a $75.00 fine for something that "looked" bulky. I did have a couple bags. The trash doesn't come during the course of the weekends anymore, so there in fact were a couple bags. I don't understand that you don't get a warning in regards to a heavy garbage. The garbage bags all tall kitchen bags. I don't see them holding 25 lbs. I don't see how this violation made the community unsafe or unclean.

  Business Response

  Date: 05/22/2024

  Hello,

  We have reviewed the account and have waived the trash violation fee as a courtesy one time violation waiver for the current lease term. There is a $75 credit on the account as of this morning.  Thank you. 

   

• Initial Complaint

  Date:11/14/2023

  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.

  I have had a broken window in my apartment since I moved in. I have repeatedly brought this issue up to management and corporate. They refuse to communicate with me or fix the issue. I shouldnt have to pay rent every month, until my home is clean and comfortable as contractually obligated.Also, they have attempted to charge me $300 for supposed nail holes, and paint in my previous apartment. Which is outrageously overpriced.

  Business Response

  Date: 11/29/2023

  Hello ******,

  Our team at the ****** have been in contact with you but wanted to summarize what has been communicated.  All charges except the water and sewer billing and a $25 charge for retexturing to refill nail holes.

  The window is a custom order and has been placed. Your windows are temporarily sealed until we receive the newly fabricated windows.  The ****** team will remain in contact with you through this replacement process. Thank you.