Complaints

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

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  Bassham Properties

  12315 Oak Knoll Rd Poway, CA 92064-5343

  
• 

  Ventana Oaks Luxury Apartment Homes

  9301 Spectrum Dr Austin, TX 78717

• 

  The Fairways at Star Ranch

  150 Klattenhoff Ln Hutto, TX 78634-4601

• 

  Legends At Eagle Mountain Lake

  9685 Boat Club Rd Fort Worth, TX 76179-6019

• 

  The Canyons Apartments

  2751 River Park Dr Ft Worth, TX 76116-0720

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:06/03/2025

  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.

  A burst pipe in the apartment above ours April 25th, 2025 caused a significant leak in our unit. Were especially concerned for the health and safety of our 2-year-old son, as the conditions have become unacceptable. Unfortunately, our experience with The Canyons management has been disappointingresponse times and maintenance efforts have consistently been below average. Were requesting assistance in resolving this matter, as we no longer feel safe or comfortable in our apartment.

  

  Business Response

  Date: 06/04/2025

  Dear Mr. ****************** you for bringing your concerns to our attention regarding the water leak from the unit above on May 24, 2025. We understand how disruptive this situation has been and appreciate your patience as we work to address it.
  

  Our on-site management team has taken immediate steps to extract the water and dry the affected area as efficiently as possible. They have been working diligently to mitigate any further impact.
  

  A member of our management team will contact you shortly to discuss the next steps, including options for terminating your lease agreement if you choose to proceed in that direction.

  Thank you.

• Initial Complaint

  Date:05/23/2025

  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 been living on the second floor at this property since February 2024, re-leased in February 2025 and have never filed a noise complaint until April 28th 2025 on my upstairs neighbors. When I first complained the leasing agent told me she would call them, since then the noise has gotten worse. The upstairs tenants are banging things against their floor/my roof at a moments notice, slamming doors/cabinets in their kitchen and bathroom, and now stomping, which was not an issue before, so I keep contacting the leasing office to complain, and was told that they need video proof that theyre actually making noise and even threatened me with a violation of my lease if I retaliate since now that tenant is stating they can hear noise coming from my apartment. After I am the one who complained! My kids cant sleep in their room or take use their bathroom because their room is right under the upstairs units room and bathroom. We have no peace in this apartment . I have attempted to contacted the property management company and they have not responded. I requested to speak with the property manager after calling to complain 6-7 times and just spoke with her yesterday, *****, who told me she got my videos but couldnt hear anything, when I went to the office to point out the noise on just one video (Ive sent 4-6) she made excuses for the upstairs tenant by saying they may have dropped a hair dryer, or the tenants stated since you live right by the stairs maybe thats the noise you hear, the tenants stated that theyre tiptoeing and wearing slippers now, and stated that they can hear stomping too and kids so were trying to see where the noise is coming from. She also told me that their security came by and couldnt hear anything from the outside! Initially they stated they couldnt come in my unit to hear the noise but now she said they can only during business hours! I and the tenants are gone from 8-6 and the office is open from 9-6 I need help and no one is helping

  

  Business Response

  Date: 05/30/2025

  Thank you for reaching out.  We have spoken with the on-site management as well as their regional manager.  The said that the on-site staff has been unable to hear anything beyond normal apartment living noises.  The also told us that the courtesy patrol has been called to your apartment and have not been able to hear anything when they were there.  It would seem that what you are hearing is normal multi-family living noises.

  Customer Answer

  Date: 05/30/2025

  I need someone to contact me so I can discuss whats going on. Local PD have also been called out. I have requested a phone call from corporate and you all have not responded

  

  Business Response

  Date: 05/30/2025

  We are only the owners of the community.  The management company are the ones that need to speak with you.  We will pass on the message to the Regional Manager, *******, to have her call you.

• Initial Complaint

  Date:05/05/2025

  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 spouse and I moved into the verandah February 28th, 2024 and moved out March 28th, 2025. The verandah is charging us $1279.73 for carpet replacement when the carpet just needs to be cleaned. The manager, ***** is deceiving, saying he will help by looking into other options but just waited until the last minute to tell us they replaced the carpet already and we owe them the $1279.73, which is AFTER our deposit was already taken and if we dont pay, it goes to collections. This is extortion at its finest. Just a small enough amount to not justify going to court but enough to get free carpet out of us. They provided laughable quotes to replace carpet with similar terrible picture proof of the heavy soiled and stained carpet. We left the apartment in otherwise immaculate condition, the carpet just needed spot cleaning for heavy traffic areas. I would expect a more fair option be offered considering the circumstances. I would have paid for cleaning, I understand there are responsibilities that come with renting. They do not care about us or being fair. I told the manager, *****, if he had offered a more reasonable bill I would have just paid it with no issues. Now we are being forced to pay an invoice that is inflated, otherwise it will hurt our credit, which is in perfect standing. I have taken an option to pay in 3 payments, as I have no other choice. I am writing here in hopes to get a refund in whole or pay a more fair invoice, whichever can be negotiated. My discussion with the manager of the verandah, ***** got me nowhere and left me stranded. I do not think this is entirely his fault, I think he is very busy but he clearly does not care about the tenants and gets upset at inconvenience. He and the property management company have been no help in resolving a serious issue. If I had more money, I would take them to court and show them what they are doing is BAD BUSINESS. Please reach out for supporting documentation, it will not let me upload.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out with your concerns. Our goal is always to conclude a residency on the best terms possible, and we truly appreciate the opportunity to address this matter with you.
  

  While we strive to be fair and transparent, we also have a responsibility to ensure that the apartment is returned to suitable conditions for the next resident. After reviewing your file, wed like to clarify that the carpet in your unit was brand new at the time of your move-in. Unfortunately, the move-out inspection photos show notable stains and heavy traffic wear that exceed what would be considered normal use.
  

  Before making any decisions about carpet replacement, we obtain a professional assessment from a certified carpet cleaning company. In this instance, their report indicated that the damage was beyond what could be resolved through cleaning, and replacement was necessary.
  

  We understand that move-out charges can be frustrating, and we want to assure you that we conducted a thorough review before finalizing the decision. We also recognize and appreciate that youve set up a 90-day payment plan to manage the balance.
  

  Should you have any further questions or wish to discuss this in more detail, please dont hesitate to reach out.

• Initial Complaint

  Date:12/10/2024

  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.

  We vacated our Apt on 9/11/2024. The complex is charging us for a refrigerator that their maintenance worker damaged along with our food. ****** first flooded or refrigerator and freezer with a faulty ice maker we waited for over 2 months to get. Everything was frozen. I immediately went into the office and spoke with ***** who took the complaint to the office manager *****. I showed pictures of damages. I tried to record the conversation but was told if I turned it on she would not speak with me. I asked her why didn't he wait until the ice melted before trying to break up the ice. Which should have been common sense. There was another maintenance guy in the office that she told to go fix everything that assured me the holes would not interfere with the freon and was safe to still use. I informed her we were not comfortable with trusting that and wanted a different refrigerator. ***** said we could use the vacant apartment refrigerator across from our garage until the issue was resolved. No one ever came to look at anything. I was told by staff ****** quit and moved back home to ******. My son was home when this took place. He said ****** was upset on the phone the whole time. It was a big mess. Before we handed the keys my husband did a walk thru with ******. Now the assistant manager ***** is charging us over a $1000 for damage we didn't do. We have not been able to speak to anyone over the offices head. We have been getting the run around for months. The same way it was living there. They complete maintenance orders without doing the work, won't answer emails or calls, just tell you lie after lie. We have emailed statements, pics and videos and this place continues to be slumlords. We are tired of driving to the office just to get very unprofessional behavior. Verandah Apartments at **************************************************** needs to be on the news to warn everyone not to move here. We had work orders from moving in that was never handled even before leaving this place.

  

  Business Response

  Date: 12/12/2024

  We appreciate you bringing this to our attention. We apologize for the maintenance issues you experienced while you were a resident at ********. We have reviewed the work orders you placed in regards to your refrigerator. We understand how frustrating it is when there are maintenance issues in the home. We have instructed the property to reverse the cost to replace both the damaged refrigerator and ice maker. The onsite assistant manager will email you an updated move out statement as soon as these adjustments are made. 

• Initial Complaint

  Date:10/02/2024

  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 have renters insurance and I am being charged $14.50 every month for not having renters insurance. The staff informed me that it would be corrected,but has not been done. This has been going on for three months. I have been over charged and paying it for three months.

  

  Business Response

  Date: 10/02/2024

  We have an auto-enrollment program for our renters insurance.  You received an email at the time your lease started and it gave you 9 days to upload a copy of your third-party insurance policy to our partner for verification.  The email that you received would have come from Assurant.  They are the ones that handle all the renters insurance compliance for us.  You can reach out to them at ************************* and see if they are able to accept your policy information and apply a credit to your account.  This is also explained in the renters insurance addendums that you signed as part of your lease contract.

• Initial Complaint

  Date:08/22/2024

  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.

  Application states one can proceed without a SSN and it is not required for approval.My Application was denied for lack of SSN. I told them that their application states that I can proceed without one. they said no that they have to have it and their is no other way to process my application. if that is the case how can they have an option on their application to proceed with out it. Their application should clearly state that an application can not proceed or be approved without a SSN, witch there is nothing like that on it. Even their renters criteria states SSN or other Government ID. but I was emailed stating they need a copy or I would be denied.

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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 WE MOVED OUT, THEY CHARGED US "CARPET REPLACEMENT FEES" EVEN THOUGH THE CARPET WAS IN PERFECT CONDITION. IT JUST NEEDED TO BE WASHED. WE NEVER USED SHOES OR HAD ANIMALS INSIDE THE HOUSE.
  
  THEY SENT US AN EMAIL COLLECTING THE FUNDS FOR THE CARPET REPLACEMENT ON JULY 15, 2024. THE LETTER WAS ISSUED ON JULY 2ND WHICH SEEMD WEIRD BUT WE DIDNT PAID IMPORTANCE TO IT. THE LETTER STATED WE HAD TO PAY OR OTHERWISE WE WERE GOING TO BE SENT TO COLLECTIONS. WE TALKED TO THEM ABOUT IT AND AFTER THEM INSISTING "IT HAD TO BE PAID" WE AGREED TO PAY ONE WEEK FROM THAT DAY.
  
  ON JULY 22ND,2024 MEANING TODAY, WE WENT TO PAY WITH A CASHIERS CHECK FOR THEM TO TELL US "WE ALREADY SENT YOU YO COLLECTIONS". AFTER ASKING WHY AND MENTIONING TO THEM WE HAD ONLY HAD THE LETTER FOR ONE WEEK THE SAID "IT WAS A SYSTEM ERROR" WE ASKED TO SPEAK WITH A MANAGER BUT THE MANAGER NEVER CAME.
  THEY MENTIONED THEY WERE GOING TO TRY TO REVERSE IT AND JUST KEPT SAYING"IT WAS A SYSTEM ERROR". WE ASKED ABOUT WHY WE RECIEVED THE LETTER ALMOST 15 LATER THAT WHEN WAS ISSUED AND THE HAD NO ANSWER FOR THAT. SUBMITTING THIS SINCE THE TREATMENT AND WAY OF HABDLING THE SITUATION WAS REALLY UNPROFESSIONAL. THEY ARE AFFECTING PEOPLES LIVES AND THEY DON'T EVEN CARE, MANAGER WOULDN'T EVEN COME OUT TO TALK TO US.

  

  Business Response

  Date: 07/24/2024

  Thank you for sharing your experience and concerns with us. We apologize for any undue stress that was caused. 
  
  Our records indicate that your account was never placed with the collection agency and that you made your payment to the office which has been processed. Your account has been satisfied and there is no remaining balance. We have also included your move out inspection which clearly shows the referenced damages on the carpet causing the need for replacement. 
  
  We hope this clears up any remaining confusion. 

• Initial Complaint

  Date:04/15/2024

  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.

  I submitted a notice to vacate form to Sonterra signed by myself and my roommate on April 13, 2024 for 60 days notice to move out on June 13, 2024. The office returned the attachment acknowledging receipt but denied approval. The lease ends May 6, 2024 and I would like to know why it's not approved and what steps need to be taken to resolve the matter ASAP. I tried calling the office and no one answered. I Left a message as well as emailed the property manager. Please help resolve this issue.

  

  Business Response

  Date: 04/17/2024

  Thank you for reaching out to us with your concerns. We apologize for any confusion surrounding your notice to vacate. We appreciate your residency at ********. The office checks the box on the notice stating that the notice has been received and will be used for purposes of reletting the dwelling but that you are not released from contract liability.This is because you are still under contract until the 60 days is up and you have relinquished possession of your dwelling. Once the 60 day requirement is completed and possession has been released, the contract terms will have been completed and there will be no more liability. We understand how this can be confusing and we are sorry that you were not able to get ahold of the on-site office to get this explanation. 
  
  Please let us know if you have any questions or concerns. 

• Initial Complaint

  Date:04/04/2024

  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.

  On July 6, 2023, I along with my family moved into ***********************, Unit 414, managed by Bassham Properties. Upon signing the lease agreement, the designated security deposit amount was clearly stated as $250.However, during the move-in process, I was charged a security deposit of $2,216, significantly exceeding the amount agreed upon in the signed lease.Attempts to Resolve:On July 28, 2023, I contacted the Ventana Oaks leasing office, requesting them to honor the deposit amount specified in the lease contract. They directed me to contact their corporate office, Bassham Properties.I sent a follow-up email on the same date to both ********************** manager ******* and Bassham Properties, outlining the discrepancy.On August 8, 2023, I received confirmation emails from both parties acknowledging the error and stating they would rectify the issue by adjusting the deposit amount to $250. They also mentioned involving the onsite team for the correction.Despite these assurances, upon inquiring with the leasing office again, I discovered the adjustment had not been made. I then communicated with the community manager ******* via email on to highlight the ongoing issue. ******* confirmed she would address it.I followed up in person at the leasing office later and received further assurances that the matter would be resolved.As of today, seven months after the initial discrepancy and multiple attempts at rectification, I have not received a refund for the difference in the security deposit (approximately $1,966).This error has caused significant financial inconvenience for my family.I sent out an email to Bassham properties and Ventana oaks manager to refund my deposit and Given the significant delay in returning my rightful security deposit, I request a corresponding adjustment to my lease end date.I dont see any response so far on my request

  

  Business Response

  Date: 04/09/2024

  Good afternoon,

  We understand your request and we apologize for any confusion or inconvenience surrounding the additional deposit on the initial lease term. However, as we have already explained, we cannot adjust your lease end because of this. We are bound to the contract just as you. 

  Customer Answer

  Date: 04/09/2024

  Dear Bassham Properties,
  
  I'm disappointed that the process took seven months to refund my security deposit, causing significant financial hardship.
  
  While I appreciate your position regarding the lease end date, adhering to the original agreement no longer reflects the situation fairly. The extended delay in returning my rightful security deposit remains a significant breach of the lease agreement and Texas Property Code Section 92.106.
  
  Considering the inconvenience I've faced, I'd like to reiterate my request for a revised lease end date.
  
  I'm open to discussing a mutually beneficial solution. Perhaps we could agree on an end date somewhere between the originally agreed-upon date of July 5th, 2024, and my proposed end of May 2024.

  

  Business Response

  Date: 04/10/2024

  There was a credit made to your ledger in the amount of $1,966, which was the additional deposit amount collected at the time of move in.  The $250 deposit paid at the time of application is reflected correctly on your lease and will remain as security deposit until the time of move out.  This credit was applied on 4/2/2024 as you were told in previous emails.

  Out position on the lease end date has not and will not change.  We have done all that we have told you will do.

  Customer Answer

  Date: 04/11/2024

  Youn guys have illegally held my deposit of 1966$ for 9 months. What is the compensation you offer for the delay in crediting my deposit back to my account?

• Initial Complaint

  Date:03/23/2024

  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 family and I lived at the Verandah from September of 2021 to November 18th of 2023. Throughout our time as tenants at this location, we dealt with less than par conditions, which isnt even the issue.Over the summer we were told we would not be offered a lease renewal due to late payments on several occasions because of a roommate situation. One day in October 2023 I had noticed that the Verandah had uploaded a lease renewal to our tenant portal (with no other communications). I promptly called and emailed the office that we were planning to move out of state. This took place on 10/3/2023. I was called shortly after by an office staff member who said that she will take note of our non renewal notice, and told me there was nothing else I had to do on our end.November 18th 2023- our move out date had arrived and upon returning the keys to the office we were met with confusion as to where our non renewal notice was. I informed them about the convo I had with the office staff and they told me they would iron out the situation l. ( I believe the ladies we spoke to were ***** and *****). They seems upset with the staff for telling us that we wouldnt be able to renew. Mind you we had paid for the whole month of November and we were told we would be prorated from 11/18/23- the end of the month as we were not living there at that point. Since we moved out we have been passed around from person to person who told us our refund check would be coming soon. Last month I finally got in touch with the NEW management who said that since nothing was documented that they refuse to refund us what they owe. Now I am getting called from collections regarding another payment we somehow owe. I have a young family and feel as though the verandah has taken advantage of us based on our trusting nature. I have many friends in the complex who feel the same. I am seeking feedback on how to rectify this situation.

  

  Business Response

  Date: 03/27/2024

  We apologize for any confusion surrounding your move out. 
  
  Upon reviewing your file, we can see that your notice was placed for 10/3/2024 when you email was sent, a 60 day written notice is required which ran you through 12/2/2023. We can see that you paid your November rent in full and had a zero balance. You had a $350 deposit on hand, the final utilities from 09/23/2024-11/18/2024 were taken out of this, as was the 2 days of rent for 12/1 and 12/2, as well as a charge to replace the carpet which was damaged at move out. We do show that a $233.41 balance was sent to collections. 
  
  We want to answer any remaining questions you may have.Please reach out to *************************, our Regional Property Manager, at ***************************.