Complaints

This profile includes complaints for Kay’s Crossing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kay’s Crossing, LLC has 2 locations, listed below.

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  Kay’s Crossing, LLC

  60 S Main St Layton, UT 84041-3741

• 

  Kay’s Crossing, LLC

  1034 Rsi Dr Ste 130 Logan, UT 84321-2208

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:02/27/2025

  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.

  My rent suddenly increased by $300 with no warning. Apparently, we were supposed to register with Rocky Mountain Power and ************ when we moved in. We were not told that we had to, nor was it included with our paperwork. The property manager is never available and took a sudden six week leave with no notice whatsoever. She is practically unreachable. The offices are almost never open. I feel like I got scammed because suddenly my rent is $2357 for a two bedroom two bath apartment, where it was about $1900 last month including the utility payments. There was a $400 upcharge and we were getting utility fees as "vacant" so double charged for utilities. Two weeks ago, we were able to pay in increments and that option suddenly disappeared completely so now we have to figure out how to pay over $2300 up front in a lump payment.Don't rent at this place.

  Business Response

  Date: 02/28/2025

  Management was able to meet with the complainant to discuss their concerns. After reviewing the complaint, we were about to clear up the tenant's confusion about the charges and help them with a payment plan to get on track for future rent. 
  
  From the Tenant:
  Hello
  Again, I apologize for leaving those scathing remarks on the BBB.
  I can't seem to figure out how to remove it or comment on it. I apologize again. I'm going to call them and explain that it was a misunderstanding in my part and see if they can take it down. If not, you actually might have to comment on it so that I can mark it as resolved.
  
  
  Best regards
  

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  As specified in the response, this was the result of a misunderstanding.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/02/2023

  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.

  We moved out of the **** crossing apartment complex to buy a house, the apartment had water leakage for about 4 months before we moved out. The first time the left it to leak for the whole weekend before fixing it. We asked to break our lease, and they have been very difficult to work with, like not responding to us for weeks at a time. Now they are trying to charge us ***** to move out.

  Business Response

  Date: 10/03/2023

  Good afternoon, 

  The email thread below presents the original complaint and our response to that, along with the day and time it was received and responded to. The **** family has a lease that expires on 2/29/2024, so they are legally responsible for the rent until then. We can offer them a settlement in order to terminate the lease early, which we have already notified them of. 

  Sep 7, 2023, 3:04?AM
  
  to kayscrossing
  
  Hello My name is ************** live in apartment 502. I know you guys have been in contact with my loan officer ****** and my husband ******. I just wanted to write a formal email stating we will be leaving the apartments by the middle of this month. Also a reminder we did give a 30 day notice whether you guys submitted the form to your corporate office or not on August 23,2023. The reason why we are moving out before the lease is because, 1. The water that has been leaking out of our ceiling for about 3 months now makes the house inhabitable. We have had to submit two maintenance forms to get it fixed. Both times they have been down to fix it the technicians told me it might not fix the leak. The problem with this, is that I don't know if mold and mildew is growing in my apartments. That poses a health risk for my family and I. I am also concerned that one day I'll walk into my apartment and slip with my baby in my arms. (As the leaking has been right in front of the door.) We really just want to work with you guys to get out of the lease by mid September. I have a formal letter written about the leak in the apartment. I can print this out for you to read and sign or I can send this to the corporate office for them to review and make a decision by Friday. We also don't want to be expected to pay the rest of the lease if we are no longer going to be living there.
  
  Thanks **********************;

  RESPONSE:

  "**** Crossing Apts <********************************> Fri, Sep 8, 12:05?PM
  
  Good Afternoon ******, 
  
  I appreciate your email and would like to first address your concerns regarding the ** unit leak. Upon receiving the initial report of the leak, our maintenance technician **** went up there to clean the filter and clear the drain line from the filter and the pump. When a second work order was submitted, our maintenance lead ***** blew out the condensation drain, replaced the pump and filter, and removed rust. Though it may seem redundant to keep adding a work order, our team may need to try different methods (as stated above) until the issue is completely resolved. 
  
  It's worth noting that we did not receive any further communication regarding this matter until your recent email. We highly encourage tenants to submit another work order or at the very least just communicate with us. We are committed to resolving any persistent issues but it is essential for you to inform us of the situation within your apartment. We will be having ECOSystems come out on Monday to diagnose and take care of your A/C Unit. They will also be inspecting it for mold. Once we have a time frame we will inform you via text message.
  
  Regarding your lease agreement, I would like to clarify that we do not accept a 30-day notice for termination. Our lease dictates a 60-day notice only at the end of the lease term. (Section 1.6) Breaking your lease before the end of the term is something completely different. I encourage you to review section **** of the lease agreement that you signed. I will put it here for your reference: 
  
  Resident will not be released on grounds of voluntary or involuntary school withdrawal or transfer, voluntary or involuntary business transfer, loss of employment, marriage, divorce, loss of co-residents, bad health, problems with other tenants, or any other reasons, unless otherwise provided in this Agreement or mandated by law. Upon vacating prior to the expiration of the term, this Agreement shall remain enforced in full, with all monies and future rent (later of through the end of the initial term or required notice period) immediately due and payable. In the event Resident files a bankruptcy and fails to accept this lease through the bankruptcy and remains in the premises, this Agreement shall be deemed to be a tenancy at will with rent payable daily and calculated at the current monthly rate divided by 30, all other obligations shall remain in effect.
  
  Please carefully review this section to gain an understanding of why we will not offer early termination. You can vacate the unit but you will continue to be responsible for any rent that is due until the unit is re-rented. Keep in mind we will not advertise your unit until we have filled our vacancies and then at that point, it will be available to rent through our website. If we are able to offer you a settlement in the month of October we will let you know. 
  
  If you have any other questions or require further clarification please feel free to visit our office or reply to this email. 
  
  Thank you!"

   

  If you have any questions or need a copy of their lease, please contact us. Thank you!