Complaints

This profile includes complaints for Gaines Investment Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Gaines Investment Trust

  7590 Fay Ave #100 La Jolla, CA 92037

• 

  Gaines Investment Trust

  7700 Riverside Dr Tulsa, OK 74136

• 

  Gaines Investment Trust

  5353 Keller Springs Rd Dallas, TX 75248

• 

  Gaines Investment Trust

  3637 Timberglen Rd Dallas, TX 75287

• 

  Gaines Investment Trust

  3621 Frankford Rd Dallas, TX 75287

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:11/30/2023

  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.

  On 11/14 I received an email from **************, my current residence and one of the properties managed by Gaines Investment Trust. The email indicated that a holding deposit of $150 was placed on my account because it was not charged/collected when I signed my lease back in February when I moved in. I made an effort to dispute the charge by sending a copy of the front page of my lease, which indicated that the fee was waived/refunded/not a charge I was responsible for. I did not receive a response. I checked my statement yesterday (11/28) and saw that the holding deposit was still there. I called the office, and they said their corporate accountant had seen that the deposit was not charged when my application was approved and added it, and since it was a corporate decision, there was nothing the office could do. I asked if it could be split into a payment plan because I am experiencing some financial hardships, but I was told it is part of my rent payment. The company has a policy that if rent is not received in full by the due date, they will issue an eviction notice, even though my account is in good standing (which I can also provide documentation for). I believe it is unethical to issue a charge for a deposit nine months into my lease that should have been collected once my application was approved. I should not be held liable for an office/entity's clerical errors. I have attached the email correspondence.

  Business Response

  Date: 12/01/2023

  Hello,
  Thank you for letting us know about your concern. We will gladly investigate the items mentioned to see if there's anything we can do. We will have our on-site team reach out after further review. Thank you for your residency and patience.
  
  Kind regards, 
  Gaines Investment Trust 

  Customer Answer

  Date: 12/01/2023

  Response may be accepted once investigation is complete and resolution is achieved.

  Business Response

  Date: 12/05/2023

  Hello,
  We reviewed your complaint with our on-site team and have agreed to allow a payment plan as a courtesy for the delay in catching this mistake on your account. Our on-site team followed up to relay your payment plan options. As such, we understand this complaint is fully resolved. 
  
  Thank you,
  Gaines Investment Trust 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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.

  I recently switched from a third-floor to a ground-floor apartment at Mission at La Villita Apartments due to my wife's pregnancy. To my surprise, I received a bill for supposed damages in my old apartment, like carpet replacement and painting charges for $1287.36. We only lived there for less than 7 months, and there were no damages whatsoever. I've got videos and photos to prove it, and even the assistant manager verbally confirmed this during the inspection before vacating.I've raised this issue both in person and through email, but it's been over 50 days with no response from the management. Despite my repeated complaints and inquiries, they remain unresponsive, leaving me frustrated and unheard. The assistant manager's disrespectful attitude towards my concerns is disheartening. They insist on payment without presenting any proper proof of the damages.To add to my concerns, the new apartment has a carpet problem that I reported on day 1, yet there has been no response to my complaints. My pregnant wife almost tripped and fell off(we were lucky nothing happened)Overall, based on this experience, I strongly discourage renting from this establishment due to their poor responsiveness and disrespectful staff and high transfer fee(they charge for application and paperwork fee again).

  Business Response

  Date: 11/29/2023

  Hi *****,
  We're sorry to hear about your disagreement with your move-out charges in your previous unit. We will gladly review our records and documentation to ensure proper billing. Our on-site team will reach out directly after we conduct this secondary review of your statement. Thank you for your patience while we investigate this matter further. 
  
  
  Kind regards,
  
  Gaines Investment Trust

  Customer Answer

  Date: 12/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved but do not close this complaint, will keep you posted regarding the action performed by business 

  
  Regards,
  ********************* *******
  
   

  
  

• Initial Complaint

  Date:10/21/2023

  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.

  On 10/20/2023 I received an email stating that due to the amount of pet f**** being left around the apartment complex everyone is going to be charged a pet inconvenience fee. As a pet-less, single woman who already spends very little time at the apartment due to the lack of water to the buildings. (I.e. water shut off date since move in AUGUST 2023 10/19-10/13-10/9-10-4/-10/2-9/26- 9/25-9/18- 9/15- 9/6-9/5-9/2-8/30-8/16-8/11-8/9-8/9-8/8-8/6 7/30) even with the water being shut off and the designated water supply for the lawn) my water bill is EXTREMELY high for someone who is not home. I would like some type of resolution that doesnt involve be being financially punished for an animal that I do not own, for a faulty water system, and the propertys lack of ability to operate its own business

  Business Response

  Date: 10/23/2023

  Hi ********,
  We're sorry to see your comments and hate to hear you're dissatisfied. We will investigate your concerns further, and our team will reach out directly to discuss them. Thank you for your time and patience. 
  
  Kind regards, 
  Gaines Investment Trust

  Customer Answer

  Date: 10/24/2023

  To whom it may concern, 

  Id like to resume the conversation to a resolution on this platform and eagerly aware the response.

  -Destiney 

  Business Response

  Date: 10/24/2023

  Good afternoon,
  We have confirmed that the charges you're referring to only apply to residents who own pets. Therefore, you will not be charged. We understand our on-site team has notified you accordingly. Thank you for your patience while we confirmed this information. 
  
  Warm regards, 
  Gaines Investment Trust 
  

• Initial Complaint

  Date:10/13/2023

  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.

  This complaint is against Gaines Investment Trust, **************************** ****************************************************************** for refund of security deposit on apartment 2435.The lease for this unit was originally signed August 4, 2017 and lease was renewed and unit occupied until lease termination on September 3, 2023. During this 6-year period all rents and utilities were paid as required and no lease or property issues were noted. Deposits of $1383 ($250 refundable pet and $1133 security) were paid. Deductions taken after move out were $10 key missing, $50 paint and nail holes, $88.43 final utilities, $487.13 flea treatment and $934.77 carpet replacement resulting in an invoice of $187.33.We take exception to the deductions for flea treatment and carpet replacement and ask for a security refund of $1234.57 with the remaining balance used to pay the key, paint/hole and utility charges. See attached pdf file for details on the matter.

  Business Response

  Date: 10/16/2023

  Hello,
  We're sorry to hear about your disagreement of your move-out assessment. We will gladly investigate the details of your move-out to ensure accurate charges and will have our team reach out after further review. Thank you for your patience while we review our records and documentation. 
  
  Warm regards, 
  Gaines Investment Trust 

   

  Customer Answer

  Date: 10/18/2023

   I do not accept this resolution and will notify the BBB accordingly. I also intend to pursue this matter in the ************* of Collin County. You will be served with this action by 11/2/2023.
  I still need a list of every access to the unit from 7/27/2023 to lease end of 9/3/2023 (who, what purpose, whose authorization). I am also requesting invoices for the original carpet as well as the replacement. I have been provided no itemized documentation of any charges.
  Note you might need to work on your story of the flea/pest charges. The invoice from the pest control company states the request for treatment came from office staff also there was no chemicals deployed that are recommended for flea infestation and no pets/humans were legally in the unit for over a month. (I have documentation from Vet/Boarding that the pets have never had flea activity and were boarded during the move out period.)
  You are correct, this is  not the answer I was hoping for but based on your BBB history, complaints and internet reviews it was certainly the answer I expected.
  

  Business Response

  Date: 10/26/2023

  Hello,
  We understand our team has relayed the final position on your charges. We're sorry if you disagree, but we've confirmed your billing is accurate and was charged in conjunction with your lease agreement and the condition in which you left the apartment. We hope you can understand. 
  Thank you,
  Gaines Investment Trust

  Customer Answer

  Date: 11/02/2023

  This company has not provided any documentation, receipts, invoices or answers to my inquiries.  Looking at the history of BBB responses it appears they never adequately address any claims filed against them. 

• Initial Complaint

  Date:09/19/2023

  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.

  I have dealt with a flooding issue in the living room of my apartment (The ****************** @ Valley Ranch, owned by Gaines Investment). Here are the dates of every occurrence of flooding (8/22/22, 11/5/22, 2/8/23, 3/3/23, 5/30/23. 9/19/23). Every time it rains a good amount I get flooding on either side of my fireplace. I have made multiple requests to have this fixed and the only solution the management company have provided is to have a carpet company, come out to pull up the carpet where the flooding has occurred & then he leaves a box fan to dry it out for a few days. He then comes back once it is fully dry to replace the padding & lay the carpet back down. While the carpet company has been great, the act of drying out the wet carpet & replacing the padding is not fixing the actual issue at hand, which is flooding. Water from the outside is coming into my apartment. I have come to *********, property manager, multiple times regarding this & NO FIX OR SOLUTION has come of it. When we last spoke in May 2023, a vendor came out to do an inspection, then she said they were waiting on approval from upper management and also looking into other vendors. I can only imagine that they did not like the pricing of the first vendor & sought out other options. Yet still while all of this was happening no fix was provided, when it rained the same protocol was followed. ************** came out to dry out the carpet then replace the padding. It has been very disappointing dealing with a property manager who does not care for the property for the residents living in it. This has been ongoing for over a year now, it has caused potential mold in my furniture & potential mold in my apartment. Making this apartment UNLIVABLE & A HAZARD to my health. Even after multiple requests to have this repaired, the apartment management have failed to fix this. I have never been late in my rent payment. I have upheld my end of the Tenant/Landlord agreement according to ***** Property Code.

  Business Response

  Date: 09/20/2023

  Hi ****,
  We're sorry to see your comments and hate to hear you've experienced ongoing maintenance issues in your home. We are actively investigating these concerns and will have someone from our team reach out to follow up after further review. We appreciate your time and patience while we work toward a resolution. 
  Warm regards, 
  -Gaines Investment Trust 

• Initial Complaint

  Date:08/30/2023

  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.

  Upon my move out from my rental property at Saxony. I made multiple phone calls in order to better understand what I needed to do to leave the unit in good standing to get my full security deposit. The lady told me just as long as the carpet had no rips, tears or major damage then I will be fine. They have now charged me $523 for replacement of carpet. They are now saying theres something about the lifetime of the rug and some mentioning of a policy in place. ******* never mentioned these crucial pieces regarding move out. In fact she stated the opposite when I asked. Now Im being held liable for replacement of a rug that I feel no matter what they would have replaced regardless. She told me no rips or tears and major damage. There is none. Just normal wear and tear. I also believe the property manger is doing things like things on purpose for discriminatory purposes. Please help and investigate because this is grossly unethical unfair and predatory. I did everything to avoid them stealing my money and they are now doing so.

  Business Response

  Date: 08/30/2023

  Hello,
  We're sorry to see your comments and to hear that you disagree with your move-out statement. Please know that we strictly adhere to Fair Housing guidelines and do not condone any form of discrimination on our community premises. We will gladly review your concerns to ensure proper billing and will reach out directly if we find issues with your statement. 
  
  Kind regards,
  
  Gaines Investment Trust 

• Initial Complaint

  Date:07/13/2023

  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.

  I rented an apartment at Greysons Gate Apartments from January 16,2021 through may 21,2023. In the same unit. I renewed my lease once with them. *** been moved out since may 21,2023 and received my last utility bill and move out charges on June 19,2023 and was shocked when I was charged for replacement the entire carpet throughout the over ***** sq ft apartment. They billed it for ********. They also billed me for extra cleaning fee, 135 and acid washing the tiles in the bathroom for 420. I asked for the photos of the move out walk through and the carpet had normal wear and tear for over 2 years with two kids under 5 and a dog. Everything was cleaned spotless and it looks that way in the photos as well. They keep telling me that it will go on my credit report if it goes unpaid which I understand but it feels like its supposed to be a scare tactic to get me to foot the expenses to get it move-in ready for the next tenant. I asked if they knew when the carpet was put in because *** kept up with my spot cleaner but it never looked brand new even when I first moved in. They told me they could keep it for up to 5 years and when ** said itd been there for over 2 I was told that with maintenance it could be even longer before a new ****** was put in. Im really disappointed with the whole situation because *** lived in many apartments in the area with the same lease amounts and never have been charged with replacing the carpet. I dont think what theyre doing is right.

  Business Response

  Date: 07/14/2023

  Hello Ambar,
  We're sorry to hear you disagree with your move-out assessment and will be glad to investigate this further. The Community Manager will be in touch after further review. Thank you for your time.
  
  Regards,
  
  Gaines Investment Trust
  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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.

  This complaint is against Mission At La Villita Apartments owned by Gaines Investment Trust. I seek help for refund, exchange with new apartment or termination of lease with zero cost.Please find my concerns below "I had an extremely unpleasant experience with these apartments, and I feel it's important to share my concerns. Firstly, the apartments were infested with roaches, which made it an unsanitary and uncomfortable living environment. Secondly, during my apartment tour, they showed me a model apartment and assured me that the one I would be assigned to would be similar. However, I was given an old apartment lacking essential features like a microwave, and all the appliances were outdated. Moreover, despite their promises, they have failed to provide me with a new apartment as initially agreed upon. Additionally, the management has been unresponsive to my repeated complaints and inquiries, leaving me feeling frustrated and unheard. To make matters worse, the assistant manager has displayed a disrespectful attitude towards me and my concerns. Furthermore, I discovered that breaking the lease would result in significant financial losses, which has left me feeling trapped and unhappy in this situation. Overall, I strongly advise against renting from this establishment due to the ***** infestation, misleading promises, poor responsiveness, disrespectful staff, and unfavorable lease terms that can leave you in a difficult and costly predicament."

  Business Response

  Date: 07/13/2023

  Hello,
  We're sorry to see your complaint and have investigated your concerns. Our Community Manager will be in touch directly to set up a meeting. We hope to turn your experience around. 
  
  Warm regards, 
  Gaines Investment Trust
  ************

  Customer Answer

  Date: 07/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved, but do not close this complaint, will keep you posted regarding the action performed by business 
  
  Regards,
  
  Sai Naga *******************************
  
   
  

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair 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 husband and I were living at an apartment complex owned by Gaines Investment Trust; the apartment complex is called ***************************, located in ******, *******. We were tenants there from October 22, 2019 through June 16, 2022. We paid our rent on time, every time, for the entirety of our stay. When we moved out of the apartment complex, we never received our deposit of $1,200 back. Despite making SEVERAL attempts throughout the MONTHS to contact the property manager(s) and the corporate office, no one has made an effort to resolve this issue. As per ******* tenant/landlord laws, it states "Within 14 business days after termination of tenancy, landlords must refund either all of the security deposit or the remainder of the security deposit after taking deductions. If deductions are taken, the landlord must also provide a written itemized list. If the landlord fails to comply, then the tenant can receive damages in an amount equal to twice the amount wrongfully withheld." When inquiring about our deposit, the property manager took deductions from the deposit without given us explanation as to what/why deductions were being taken out, despite asking several times. Property manager did not respond to any more emails or phone calls, corporate never reached out to resolve this issue, and as of April 21, 2023, I have YET to receive my deposit or to have a representative from Gaines Investment Trust reach out to me. I initially made contact on June 30th, 2022 inquiring about my deposit. Given the duration of time it has been since initial move out and zero attempt from the property manager or someone from the corporate office of Gaines Investment Trust, I seek to have my full deposit back and damages wrongfully withheld, as per state law.

  Business Response

  Date: 04/21/2023

  We are sorry to hear of your frustrations. We have received your message here and are checking on the status of your deposit with our accounting team. A representative from our corporate office will be in touch with you in the next 3-5 days to provide more detail. Thank you for reaching out. 

   

  Customer Answer

  Date: 04/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  If it is not resolved in the manner that I have asked compensation I will take the necessary steps to further pursue this issue in a legal manner.
  
  

  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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.

  This company has been doing nothing but giving me problem. i had someone try to break into my apt called 911 they left. told management i wanted a extra door on my apt just like all tenants on my side 4 units 3 have them only mine does not . when asked for one they told me 175 while they others got there free. i know because i asked them. this is what they do treat others different and im 69 have heart surgery and disable. i said to this person if im hurt beat by someone breaking in i am holding u liable u will pay my medical bills. since then they put 5 day notices on my door and force me to pay an extra hundred in rent while i am still on lease making me the bad guy like to see how they feel if this situation was reversed on them, that is against the law they cannot tack on money from me for no reason. this company cares nothing about my safety, while ****** law states if i am harmed in my apt Gaines CCVV is responsible for my medical bill and are liable.

  Business Response

  Date: 12/28/2022

  Hi *****,

  We're sorry to see your comments and will investigate this further. Our Regional Supervisor will be in touch today to discuss these items in detail and to work towards a resolution. We appreciate your residency and patience during this time. Please let us know if there's anything else we can do for you. 

   

  Warm regards,

   

  Gaines Investment Trust 

  ************

  Customer Answer

  Date: 12/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************