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

  
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  Ventana Oaks Luxury Apartment Homes

  9301 Spectrum Dr Austin, TX 78717

• 

  The Fairways at Star Ranch

  150 Klattenhoff Ln Hutto, TX 78634-4601

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  Legends At Eagle Mountain Lake

  9685 Boat Club Rd Fort Worth, TX 76179-6019

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  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:03/15/2024

  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.

  My daughter ******, attending college in ****** *****, and her roommates recently moved out of their apartment. This was at The Verandah room 1937. I was acting as the guarantor and fourth member on the lease. They moved out on Jan. 8, 2024 and we became concerned when a month later we had not received our deposit. My daughter tried for several weeks to get answers through Verandah to no avail. So I got involved and tried contacting them as well about two weeks ago on March 1, 2024. Speaking with *****, he tried explaining to me that they had no address to send the deposit which is incorrect as we have the signed move out intent letter with such information (provided). He then sent me our move out statement on March 1, 2024, nearly two months after our move out. On it there was a carpet replacement fee for $798.07 (provided). I disputed that and asked why we were not given this information for two months when they took the money two days after we moved out. He said he would get back to me the next day which turned into another week. I again had to try and contact them once again as we seemed to continually get ignored. I then asked to talk to the manager *********************** on March 12, 2024. She again claimed they had no forwarding address, which is incorrect, yet never tried emailing or calling us to refund our deposit. I then disputed the carpet fee and wanted a detailed summary of what was replaced. She said the carpet had not been replaced but the fee was a wear and tear use fee calculated for future replacement, which is against State law. I then asked for our original move in papers that we marked such wear on the carpet before moving in. They somehow did not have that on file but the previous renters move out file they did have and she stated that it said the carpet was fine. This all became very suspicious to me and it seems they are taking advantage of out of ************* students. It is now over 60 days without resolution or deposit against *********** law.

  

  Business Response

  Date: 03/19/2024

  We are very sorry for any confusion there may have been surrounding your daughter's move out. While we are not able to go into account specifics, we do show that a refund check was cut on 2/2/2024, within 30 days of the move out date of 1/8/2024. We do show that the check was mailed to the property due to a forwarding address not being entered into our system. We are not sure why this happened and we apologize for the error on our end. We are happy to re-issue the check for you. Is the address on the notice to vacate provided still the best one to send your refund to? 
  
  If you would like to discuss this in more detail please reach out to our regional property manager directly and she will be happy to assist you. Her name is ************************* and she can be reached at ****************************

• Initial Complaint

  Date:11/13/2023

  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.

  My name is *******, I feel bad about the way they are treating me at the property 150 ***************************** ** ***** Fairways star ranch it is the last month of my contract, I have already made my corresponding payment and a week later they call me from the office that They were wrong that I had to pay more money, I told them that they were going to operate on me and that they would let me stay until the day I had payment, which was exactly 4 days apart, I paid until the 24th and my departure date is the 28th. , Miss told me she would take it from my deposit, I told them no, my deposit is only for defects in my apartment, which by the way it doesn't have. I ask you to help me and I am a tenant who has never had problems or complaints from neighbors, my payments have always been up to date and they have not been fair with my money and my current health situation my number ********** please. I need you to call me. I feel bad about this situation. I only ask to leave 4 days before so as not to have to pay I planned my surgery because I didn't count on this office error.

  

  Business Response

  Date: 11/16/2023

  All resident correspondence is through email only. It is done this way so that everything is documented and there are no misunderstandings.
  
  After reviewing your file, we discovered that you were given the incorrect prorate amount. The community manager called you and apologized for the error. Unfortunately,mistakes happen, and we are sorry for the inconvenience this has caused you.
  
  The lease contract ends on November 28, 2023. You are financially responsible through the end date even if you move out early. The remaining balance of $472.07 is due now. If payment is not made prior to moving out it will be deducted from the security deposit along with the final utilities and any cleaning or damage charges in accordance with paragraph 5 of the lease contract.
  
  We thank you in advance for your understanding and cooperation in this matter.

• Initial Complaint

  Date:11/09/2023

  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.

  The Verandah Apartments run by Bassham Properties had lost our move out notice delivered in hand to their front office employee. Claimed that we never turned in a notice and charged us 2 additional months of rent. According to our lease, we supplied the proper notice, verified with the front desk worker if there was anything else we needed to complete and she told us we were completely good to go. A month later we get charged for 2 additional months of rent claiming we didnt give them correct notice.Upon move out, they charge us for a complete carpet cleaning and install/replacement. I have video footage of the apartment upon move out and there is no such need for this service. We are being taken advantage of. They successfully pulled an additional $1,800+ out of us by claiming we did not give proper notice. Lawyers were willing to fight it but with the charge so similar to lawyers fees, they recommended simply paying it to avoid a lengthy legal process. Now they have incorrectly charged us for a carpet replacement and are seeking an additional $600 out of. Their financial statements are all immensely confusing with various charges and chargebacks included with absolutely no explanation for the charges. This business is ripping people off left and right. There have been numerous complaints from tenants in the community.

  

  Business Response

  Date: 11/17/2023

  We are sorry for any confusion regarding your move out terms. 
  
  We do require move out notice in writing, we use the *** notice to vacate from for all notices. This form has a receipt that is given back to the resident so they can have documented proof of the notice being received. 
  
  We process all move outs in the exact same way. Once the resident moves out, a manager walks the unit and documents this on an inspection with photos. We the get a bid for the carpet from our carpet cleaning company and follow their recommendations. The assistant manager then puts everything together and finalizes all charges. This is what was done with your unit. The assistant manager has provided you with a bid from the carpet cleaning company recommending a replacement as well as a breakdown of your final charges. 

• Initial Complaint

  Date:10/19/2023

  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 rented an apartment from Canyon Apartments in ********** *****. This was my second apartment at this complex. I originally moved in 8/2019. When I downsized from my 3 bedroom to a 1 bedroom I received my entire deposit back because I left that apartment emaculate. Now when I move into a 1 bedroom now I have roaches, no they were already there when I moved in. I lived in the 1 bedroom apartment for 2 years. The first year and a half I battled a ***** problem. I constantly reported the problem and they would send out pest control to treat the issue, so I know there is a record of that in your system. The guy told me that they had to be coming from an apartment next to me, which I believed that. *** never had roaches in my life. Late last year 12/2022 or early this year 01/2023 the neighbors did move out and my issue was resolved I didnt have to call anymore. I ended my lease in 10/2023 and moved out. Cleaned the apartment and I have pictures to prove it. I was charges and additional ****** for pest control when I no longer had an issue which wasnt my issue to begin with. On top of all of that I paid a pest control fee monthly with my rent. Why am I being charged an additional fee is insane to me. I would like this fee removed because it is unwarranted and unfair.Thats double charging me for a pest control fee for something youll should be doing anyway when every tenant moves out of an apartment anyway. Ive spoken to the people in the front office which never gets back to your concerns so now I have no choice but to take this to a higher level. I hope youll look into this and do what is right to do in this matter. Thank you!

  

  Business Response

  Date: 10/24/2023

  ********,
  
  Thank you for reaching out to us and allowing us time to research this for you.  We can confirm you reported an issue with pest control in May of 2022.  The move-out pictures show signs of dead pests.  We will remove the $135 charge from your account and send you an updated statement.

• Initial Complaint

  Date:06/03/2023

  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.

  My name is ************, and I recently initiated the leasing process for unit 414 at ************. I am writing to bring to your attention a significant rent discrepancy between what was communicated to me and the rental offer I signed compared to the leasing document I received.On May 11th, I spoke with *********************, the leasing agent from ************ community, who informed me that unit 414 would be available for rent from July 5th at a monthly rate of $1963 for a 12-month lease. However, when I checked the website later that day, it stated that unit 414 was only available for move-in on July 6th, and the rent displayed was $1966 per month.Despite the inconsistency, I proceeded with the application process, and ***** later informed me via email that the actual rent for unit 414 is $1975 per month, with a discounted rate of $1966 per month if I moved in on July 6th for a 13-month lease. After sharing my application and rent quote sheet PDF, ***** agreed to modify the rent back to $1966 per month, but with the condition that the move-in date would be fixed as July 6th, 2023. I accepted the revised terms and signed the rent offer form as instructed.To my disappointment, on June 2nd, I received the lease document, which indicates that my rent will be $1981 per month instead of the originally agreed upon amount of $1966 as mentioned in the Offer to Rent form.In an effort to resolve this matter, I expressed my desire to speak with a manager. However, ***** has been reluctant to include the manager in our email correspondence. Therefore, I kindly request your assistance in escalating this issue and exploring any possible solutions to rectify the situation. I am eager to move into ************, and these initial hiccups have dampened my enthusiasm.I sincerely hope you can investigate this matter promptly and provide a resolution. Please let me know if any further information is required from my end. I look forward to hearing from you soon.

  

  Business Response

  Date: 06/05/2023

  Hello *****, 
  
  We appreciate you reaching out to us with your concerns. We have reviewed your account. We can see where the discrepancies in the rent quotes came up and we can see where ***** reflected the $1966 for a move in or 7/6/2023 on a 12month lease. We apologize that the lease was sent out with the incorrect amount, we will honor the rate of $1966 for a move in of 7/6/2023 on a 12month lease. ***** will re-send the lease to you tomorrow (6/6/2023). 
  
  Thank you for your patience as we work to complete your application and for choosing ************ to call home.

• Initial Complaint

  Date:08/30/2022

  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.

  Within a month of moving into the apartment building on 04/08/22, the A/C unit began shaking and creating a squeaking noise. I created a service request which resulted in maintenance that accommodated the issue, but did not resolve the underlying problem. The A/C unit failed to cool the apartment on 06/13/22. The unit's cooling issue was fixed within 24 hours. On 08/19/22, the A/C unit began causing a squeaking an unignorable squeaking noise again. On 08/23/22, I submitted a service request via phone call at 5:40p, received by a receptionist named "***". As of 08/25/22, the issue was still not resolved, and I did not see a registered service request. I approached the office in person around 4:15p. I spoke to *** in person and he deferred to *********************. ********************* then tracked down their maintenance personnel who collectively confirmed they would have the work done by the end of the day. At 5:40p, no personnel still had not come by to fix the A/C, 20 minutes before business close. To ensure that they were still planning on fixing the A/C, I again visited the office where I talked with ********************* and the maintenance personnel. They once again confirmed they would fix the A/C by the end of the day. Again, no service request was registered. I was away from my apartment from 8/26/22 until 8/28/22 to be able to have a full night's sleep. Upon returning on 8/28/22 around 9:30p, the A/C unit was still heavily squeaking and preventing restful sleep.The A/C unit's squeaking is preventing any restful sleep and is impacting my ability to work. I'm a software engineer that requires reliable thought process, and this has been a detriment to that. I've been unable to spend any relaxing time in my apartment. The sound is causing irritation and anytime I hear white noise I hear the same squeaking noise alongside it. This is not home.I would like a refund / prorate for the days that I've had to deal with this persistent issue at the negligence of proper maintenance.

  

  Business Response

  Date: 08/30/2022

  Thank you for inquiry ***********  Your AC unit was serviced last week, with a follow up on 8/28 and another follow up on 8/30.  A phone call to your number on file was attempted and unsuccessful due to a full mailbox.  A message was sent to your email on file requesting a meeting to discuss and resolve this request.  Please reply to the email so we can communicate directly.