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Business Profile

Property Management

Gaines Investment Trust

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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Gaines Investment Trust has 28 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2022

      Type:Order Issues
      Status:
      Answered
      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.
      In regards to the *************************** Apartments ************************************************************ ************ In October 2022 my niece went to apply on an apartment on my behalf. I signed the paperwork and provided a check for my application. She was told that the application and fee would hold the apartment until it was determined if I qualified. The next day she went in and the manager told her she gave the apartment to someone else. I am elderly and handicapped. They wanted to instead put me on a third floor apartment which I declined. My niece spoke to the corporate office. She was told she would receive my application fee back in the mail. That never happened. When she called to follow up they told her to call corporate again. She should it have to go through so much trouble to get the application fee back when they were in the wrong for making a promise they didnt fulfill in the first place. I want me deposit back and want it sent to ******************************************************* ************************* *************

      Business Response

      Date: 12/20/2022

      Hello, 

      We are sorry to hear of your concerns regarding the application fee at ***************************. We have forwarded your concerns to the regional manager and the customer service team and one of them will be in touch with you soon to discuss this matter further. 

      Thank you for reaching out, it is our goal to resolve this to everyone's satisfaction. 

    • Initial Complaint

      Date:12/02/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Dear *** or Madam,On 9/10/2022, I, *********************, submitted in writing to Sonoma Grandes, an affiliate of Gaines Investment Trust, an advance move-out notice, detailing the 10/10/2022 move-out date. However, the ************* Apartments refused my request with rude attitude and forced me to pay 2-month extra rent in the amount of $1,978.On 9/22/2022, against my will, I paid $1,978 to the landlord (with cashier's check).On 10/10/2022 I moved out and returned the unit keys to the office. The leasing office signed off. Even though there is no damage to the unit, my deposit of $200 was withheld from me. On 11/14/2022, to my surprise, I received a letter from the Gaines Investment Trust that I owe them $1800.61. In the letter they even threatened to report to my credit agency. This is ridiculous.According to ********** tenant law Civ. Code 1950.5(g), landlords must mail an itemized statement to tenant within 21 calendar days of tenant's vacancy date. Since they had exceeded the 21-day requirement, I do not agree with any fees incurred.According to ********** law, a 30-day notice given by the tenant is considered due duty. Without my knowledge, I was ripped $1,978 by Gaines Investment. Additionally, it is against the law to withhold my $200 deposit and an extra month of rent $678 (10/11--10/30/22). In total, the Gaines Investment Trust owes me $1978+678+200=$2856.In 7 business days, I would like to see a full refund of $2,856 from the landlord.Thank you for your attention to this matter.*********,*********************

      Business Response

      Date: 12/05/2022

      **************,
      We're sorry to hear you did not agree with your move-out statement and will be glad to review your move-out documentation and ledger to ensure you were charged accurately and per your lease agreement. Please know that ********** laws do not apply, as you lived in ******** at *************. We are happy to review your concerns and will have our Community Manager reach out after further review. Thank you for your patience while we investigate this further. 

      Kind regards, 

      Gaines Investment Trust
      ************

    • Initial Complaint

      Date:08/13/2022

      Type:Product Issues
      Status:
      Answered
      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 Ventana Apartments on 6/12/22 and was supposed to receive almost $1500 back in security deposit. We have a picture in the mail showing that the check would arrive on 7/1/22, but we never got it. When we spoke with Ventana, we were told that they would talk to the regional Manager and that they would update us. Ive called multiple times, left complaints on the website and left voicemails and emails but no one seems to care to respond. I was told that ******************* (the accountant) would have an update. The last time I spoke to anyone was on 8/7/22. This is absolutely ridiculous, there's a law that states you have to give out a refund within a certain amount of time. This is truly unacceptable. Please get my my money, as I have done everything in my power to do what I can.

      Business Response

      Date: 08/14/2022

      We are very sorry to hear of your concerns. Please email ******************************** for more direct assistance, that will take you directly to the corporate customer service manager.

       

      Thank you!

    • Initial Complaint

      Date:08/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 on June 12, 2022 from ****************** in ********** and got a picture in the mail showing our security deposit was arriving on 7/1/22. We never got the security deposit and are still trying to get into contact with this property. We have been in contact with the property and management but seems like they dont know how to communicate. This has caused me financial burden, if this doesnt get resolved i will be taking them to court.

      Business Response

      Date: 08/14/2022

      Please email ******************************** for more direct assistance, that will take you directly to our corporate customer service manager.

       

      Thank you!

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 started the application process at the ************ of Valley View in *********. On 6/22/22 I submitted application fee and application . On 6/24/22 I was denied. On 6/28/22 **** in the office told me my ****** was going to be mailed out and should receive with 2 weeks. Called back on 7/15/22 to find out where my refund check was and **** again told me should put in the request again. On 7/29/22 I spoke with another woman in the office to explain the same thing all over again , for her to tell me the check was sent to me 6/28/22. I let her know that I wouldn't be calling if received the check. She was going to argue with me about my money and that they had 30 days. When I spoke to her it was already 30 days. So I have been lied to 3 times with no resolution. My next step is an attorney since this company like to mess with people's money. I'm moving and this causes not only stress having to move, financial stress and just plain ignorance on the side of this business. I want my money they owe me.

      Business Response

      Date: 08/03/2022

      ****************,


      We're sorry to hear about any trouble with your refund and will be glad to investigate the status. You will hear from someone from our corporate team after further review. Thank you for your patience while we look into this matter.


      Kind regards,


      Gaines Investment Trust 

    Gaines Investment Trust is NOT a BBB Accredited Business.

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