Complaints

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

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  Wilcox Communities, LLC

  7000 N High St Columbus, OH 43085

• 

  Wilcox Communities, LLC

  100 Town Center Loop Pataskala, OH 43062-7696

• 

  Wilcox Communities, LLC

  291 Pearlash Rd Marysville, OH 43040-7628

• 

  Wilcox Communities, LLC

  1305 Oak St Columbus, OH 43205-2192

• 

  Wilcox Communities, LLC

  7830 Alta Dr Worthington, OH 43085-5901

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:06/28/2024

  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 were residents for 2 years. We had plumbing issues from day one and continued up until move out. The bills were never right as we were overcharged for several months and when brought to their attention we got a credit of almost $650. There was no records or explanation just $650 credit. We go to move out and we were charged almost $150 for a water bill. When brought to their attention again poof it magically went away. No backup no explanation. If this happened to us how many others is this happening to? Then we move to another apartment not even 4 miles away. Our plumbing fantastic. The water heats up right away as well as the water pressure is what it is suppesed to be. At ****** Farm we had the head plumbing guy out that said well ***** **** has a problem with water pressure. Do they? I mean 3.6 miles down the road depart into the heart of ***** **** we have water pressure like normal not like a cruise ship. The staff is friendly, until you want to move out. They kept our security deposit for one reason in which we told them about early on. I have a teenage daughter that used a bath bomb and they said it stained the tub and it had to be resurfaced. Nowhere in the lease that was signed did it say not to use bath bombs. I plan to file a BBB complaint as well as an Attorney General complaint. They still have no explanation about the bills and to top it off they knew we were moving out on 5/31, but told us on 5/7 you know you have to give a written notice of 30 days. Even though we were on a month to month. This delayed our move to the new complex which was much more accommodating and had no problem pushing the date back for us. The excuse given was they thought the new complex had to approve our registered service animal. They still have problems with the poor plumbing and water pressure as well as the length of time it takes to heat the water up. Luxury living is supposed to be elite not cheap.

  Business Response

  Date: 07/05/2024

  ***** and his wife ******* reached out to the Property Manager regarding the deposit, the water bills and damage that they had caused prior to moving out of the apartment.  The Property Manager responded, and ***** responded back saying if he did not receive the deposit back and the week he gave for the notice because they did not give proper notice and said they thought by the apartment community they were moving to inquiring for a rental verification was sufficient and they were frustrated when the office team reached out to them inquiring if they were going to stay or give notice.  The office then explained that a written notice was required and stated in the lease.  They then emailed saying if they did not receive the deposit back and the week they provided because they had not given notice they would go to the BBB and the Attorney General. I explained that we wanted to look into the situation, and we returned the email to them with the following explanation.  

  In looking at the ledger and reflecting
  back on emails I wanted to provide as much information as we could for them.
  
  The Property Manager explained that a written notice is required because we cannot accept verbal
  notices from an apartment community that someone is moving to or from a
  resident because things may change for their situation, dates, etc.  We
  ask that it is put in writing and then the manager is to enter it into the
  system.  This also is put into the file for reference.  The Property Manager mentioned they received a call from Oakwood (apartment community) and that prompted the team to call to see what the next steps were.  The leasing consultant was assisting with resident
  renewals and reached out to residents to inquire about their decisions whether
  to renew or not.
  
  We went back and researched the items at the beginning that ***** and ******* had brought up with emails back and forth to the Manager.  They went back to the beginning of their stay and wanted to speak about when they moved in 2 years ago.  Mentioned below because they were rectified per their request with compensation of credits
  in the ledger.  As we discussed at the time in detail, this is not the
  situation we wanted for any resident and was typically out of the normal
  occurrence.  We wanted to make it right because of the inconvenience while under construction of the community.  The construction dates were set back, and we had to adjust their move in dates.  
  
  Credit
  breakdown:
  $1401.33 –
  movers & hotel until the apartment was ready for them to move in.
  
  $1205.00-
  Rent Concession
  $493.18 –
  Rent Concession
  $1699 –
  Rent Concession
  $4,798.51 
  Total Concession given from October 2021 to January 2022.
  
  In
  speaking with the Property Manager, there are no other charges charged upon move out, other than the damage that they caused to the tub that had to be resurfaced by a contractor.  The damage is noted on the invoice that it was caused by a bath bomb / harsh chemicals to try and remove the bath bomb.  The last water/sewage bill had already been paid so that had been corrected on the ledger.

  The
  charge for the bathtub resurfacing is only what the company quoted Wilcox to
  get the tub back into the condition it was upon move in.  The Property Manager was quoted $499 when she asked for the company to resurface
  the tub.  That is what was charged, but in reality, the total
  invoice is $537.50.  The invoice is attached.
  
  We are not
  privileged to resident's personal accounts with PEM, but suggested to them if they would like we can
  reach out and explain their request.   Which was for PEM to look back at each of their bills with them to go over them. 

  
  
  
  

  Customer Answer

  Date: 07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  This is the same thing they sent to us in email and I can provide the copy of it.  The water was never right from day one and neither was the electric bills.  When they put through the last charge on the account I again had to remind them it was already paid.  Wilcox contracts PEM so not sure why they can't get our entire bills from move in to move out.  The bathtub had 1 bath bomb on e time.  Are you telling me that a $2.99 bath bomb caused over $500.00 in damages?  If so how is it possible that I have lived in another complex as well as a condo and house and my daughter used a bath bomb with no problems.  Maybe the quality of the tub in the luxury living apartment should be investigated if a bath bomb can't be used.  Residence at ****** farm knew about the plumbing issues as well as the hot water taking forever to heat up and only rectified the a few months of rent.  Also If I was overcharged multiple times, then the rest of the community needs to know what is going on so that they are not over billed either.  The written notice was bogus as well as they knew once the new complex advised that we put in an application and was approved by a phone call we were out by the end of May.  I really think that it was a ploy to have someone move in after us but didn't have the move in date until after the 7th so that they can have full occupancy.  Literally someone moved in the next week which tells me we kept the place top notch and they were out little to nothing for rent in that exact apartment.  I am sure 6 on your side would love to hear the billing problems, plumbing problems and money grab over the bathtub.  I am still requesting the  $997.39 back from the week of rent and the security deposit.  Thanks
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 07/11/2024

  ***** and ******* had requested the electric bills be reviewed; we do not have access to their personal accounts with PEM.  We offered to contact PEM to tell them that the residents wanted to have a review done from the start of billing with them, but we did not get a response.  Again, we do not have access to their personal account.  As for water the residents were living at The Residents at ****** Farm during the transition of two different programs and we would be happy to assist getting any information prior, but we were under the understanding they had question on electric billing.  Please let us know if you would like us to look into water billing and we can do so, but with electric PEM would need the residents to reach out themselves due to it being their personal account.

  We require a written notice to vacate from the lease holders not any outside parties.  When a call was received at the Leasing Office asking for a Rental Verification this alerted the team that they were looking.  The team reached out to them to discuss, this was not to frustrate them it was to get clarification of what their decision was about staying longer or giving notice, and to remind them of what is required.  The lease holders are required to be the ones giving the written notice because they are on the lease.  We cannot assume an outside party is giving us correct information, and things can change.

  During the inspection it was determined we needed to have the bathtub resurfaced due to its condition.  Upon having a contractor look at it (last email provided the invoice) they said it was due to a bath bomb / or harsh chemicals trying to get rid of the bath bomb residue.  Unfortunately, we could not leave the bathtub in the condition it was upon move out and it had to be resurfaced to get it back into the condition it was prior to the residents moving in.  The charge was strictly what the vendor had estimated, it ended up being higher than that with tax, etc. but we followed through by only charging the bid that was quoted.  

  For the Notice to Vacate and charge that occurred for the days responsible we are not asking for anything more that was is required.  For the damage to the tub, we are asking less than what we had to pay to have it repaired.  ***** and ******* understood that damage had been done to the tub due to a bath bomb.

   

  Customer Answer

  Date: 07/11/2024

  We do not accept the fact that a bath bomb caused over $500 in damages to a bathtub.  There is no way that my daughter should not have been able to use a bath bomb.  If one bath bomb caused so much damage what does that say about the quality of the bathtub installed in Wilcox apartments?  Also, It does not state it in the lease at all that a bath bomb can't be used in the bathtub or we would have followed that to a T.  Before we moved out of the apartment, we filled all holes where TV's and stuff were hung, cleaned the apartment to be in amazing condition and the only Also there was a verbal notice when we went month to month in the month of May.  It is literally a week later when they told us we had to have written notice, when we told them when we went month to month for just one month that we would be out by 5/31/24.  Funny how we just so happened to be in the office on 5/7/24 getting a piece of mail and then was told that a written notice is needed.  If that is the case why were we charged extra to do a month to month?  Not to mention the month to month fees are outrageous.  This all happened after the phone call from Oakwood.  So had we not been in the office at the time we would have moved out on 5/31/24 and been charged another month?  If so, that is ridiculous.  Regarding the water we did request both water and Electric bills.  I have all of the electric bills, yet we have not received any water bills.  I also looked at our ledger and the last water bill that we already paid, and they charged us for at the end of our move is magically gone.  I can't make this stuff up.  Robin also knew that our water pressure, drainage, and time to heat up was a problem from day one until move out.  Shame on me for not moving out earlier as I can clearly see they put profits over customer service.  It was not a good situation in the beginning, and they rectified it for a few months, but the problem never got better.  There was not an option of moving out as we had signed the lease prior as well as moved into two different places there due to the plumbing inspection failing several times in the apartment that we were moving into.  speaking about PEM, they took over the water bills at then end once the meters were installed into each apartment.  I do not know how a business contracts someone for utilities yet can't get records for the consumer either.   I do not accept Wilcox's response at all.  
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 07/13/2024

  We will be happy to contact PEM for further assistance with questions regarding billing.  There was a transition from one system to another for water.

  We want to do everything we can to resolve any open questions.  With the notice to vacate required in writing per the lease it would have been expected to be given regardless.  The office reached out due to receiving a call from Oakwood.  We are willing to meet in the middle and refund the week of notice that was paid by the residents.

  The damaged due to the bath bomb would stand as charged due to Wilcox paying above the amount charged to put it back in the condition it was when the residents moved in.

  Customer Answer

  Date: 07/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  

  I am standing firm on the original complaint and desired amount.  They were told about the bathtub after the bath bomb months ago and nobody toI feel that over $500 for a bathtub resurface is a bit extraordinary.  I know it wasn't in writing per se about the move out but they knew at the end of may when the lease and one month of month to month rent was over we were moving.  If a settlement is desired settlement would be $725.00.  I am asking for the deposit and the half of the extra week or so we had to stay because it wasn't in writing.  This is lhe least they could do considering that we had to put up with problems from day one until move out with plumbing issues.  .  

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

  Business Response

  Date: 07/22/2024

  The statement to pay the notice week period of $498.39, as had been offered in the last email, is the settlement agreed to be offered.  The invoice provided previously from the vendor with their details of the damage and work completed on the bathtub was attached to the original information for reference and can be provided again if needed.  The amount on the invoice was more than what was charged to the resident due to the quote that was given.  

   

  Customer Answer

  Date: 07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint regarding the settlement of the week expenses.  
  
  
  
  Regards,
  
  
  
  ***** *******

  Customer Answer

  Date: 08/26/2024

  Complaint 21918873
  
  ************************* <**********************>
  Wed, Aug 14, 10:42 PM (12 days ago)
  to ********************************************************
  
  Just wanted to see how we got the money from Wilcox and when?  Thanks
  
  *********************************
  
  
  ************************* <**********************>
  Tue, Aug 20, 9:19 AM (6 days ago)
  to ********************************************************
  
  I have not heard back so just checking in the status of the complaint.  Thanks
  Sent from my iPhone
  
  >
  > Just wanted to see how we got the money from Wilcox and when?  Thanks
  >
  > *********************************
  

  Business Response

  Date: 09/03/2024

  The check to reimburse ***** for the agreed amount was sent out on 8/5. We just checked the bank and it has not cleared yet. It was mailed to *********************************.

  Business Response

  Date: 09/03/2024

  Update with additional information. The check was returned to our offices because it was missing an apartment number. We then sent the check to The Residences at *********** ************** at ***************************** request after speaking with the prior resident and he requested picking up here at office. The check was picked up by prior resident on Monday 8.26.2024. This complaint is now closed on our end. 

• Initial Complaint

  Date:06/25/2024

  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.

  I went to view available inits at the complex. Explained my financial situation before I applied. Passion said, not a problem. If you dont get an automatic approval. They would take you length on the job and payment history into consideration. They have discretion in the decision. I applied and was denied and now I cannot get a return phone call. I have called multiple times, left voicemail messages and they have caller ID. No return communication. I would like my administrative fees returned since my application was denied and I feel like I was mislead to apply.

  Business Response

  Date: 07/08/2024

  This potential tenant was denied during our approval process for an apartment through our financial screening, and due to the screening information we received regarding her personal financial circumstances, we were unable to accommodate further considerations. She has been contacted to confirm her current address and sent a refund for her administrative fees. The leasing agents at The Residences of Eastwood are available M-F during regular business hours and do not have any record of further communication attempts from this applicant through our phone/email tracking program. 

  Customer Answer

  Date: 07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21897690
  
  I am rejecting this response because:

  I NEVER received any calls or email from the company to get a current address. Please send administrative fees to, *************************************************************** 
  
  Regards,
  
  *************************

  Business Response

  Date: 07/12/2024

  The Property Manager has reached out to the applicant on two separate occasions, leaving voicemails that have not been answered. The address provided to The Residences at Eastwood for the administration fee refund differs from the address provided by the applicant in their BBB rejection response. Wilcox Communities has reissued the refund to the address provided in the complaint rejection above. Supporting documentation is included in this response. 

  Business Response

  Date: 07/12/2024

  The attached document shows that an original refund was sent out to the address the applicant originally provided. We have resent her refund the new address provided in the complaint today. This is the applicant's "resident" file, not her "applicant" file, which does not reflect the most current communication. The new refund will post today 

  
  The Property Manager has reached out to the applicant on two separate occasions, leaving voicemails that have not been answered. The address provided to The Residences at Eastwood for the administration fee refund differs from the address provided by the applicant in their BBB rejection response. Wilcox Communities has reissued the refund to the address provided in the complaint rejection above. Supporting documentation is included in this response. ncluded in this response. 

• Initial Complaint

  Date:06/02/2023

  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.

  Their website said $1520 for an apartment we applied and got approved after this they call and say the price is $1776 I even sent a screen shot for the price. They ran my credit and hurt my credit because they will not honor their price that was listed on the website and I’m not paying more then what I applied for. This is such horrible practice and I need this sent asap thank you…

  Business Response

  Date: 06/21/2023

  Friday 6.2.2023 prospect reached out to the community they had applied to live at to verify the price of the apartment they had been approved for through an online website application.  After verifying the amount of the apartment home they spoke with the Property Manager to verify the price.  The prospect spoke with the Property Manager, it was explained that the price is pulling from a 3rd party company so there was a disclaimer at the bottom of the page saying to call in and verify the price so verified the price.  The Property Manager apologized, explaining that this doesn't usually occur and said if they were not interested, she would refund the application fees.  At first that was what they decided on and then the prospect changed their mind and wanted to speak with the Property Manager's boss.

  Friday 6.2.2023  the prospect forwarded the Director of Management Services a snap of the text explaining the pricing and requested contact.  The Director of Management Services called to connect.  The prospect explained that he was under the impression it was one price and then when he called to verify it was another.  Prospect explained that he understood that his credit was not great but he could pay ahead in rent if he wanted to, but doesn't want to The Director explained that the company never wants this to happen but in the event it ever does, due that the information is being pulled by a 3rd party, the disclaimer asks to verify pricing.  The Director explained that we never ask people to pay several months in advance, but for the inconvenience of this happening we would be happy to credit $250 towards the move in cost if they wanted to move forward with scheduling a move in date.  But, if they chose not to move forward that all the application fees would be refunded.  The prospect said the $250 was not acceptable and they he was expecting an offer back of $170 off per month for the entire lease term.  The Director explained that the two offers stood, and we could move forward with whichever one he chose - 1.  Refund all application fees  or  2.  Move forward with setting a move in date and receive $250 off the move in costs (one-time).  The prospect decided to cancel the application and get his money refunded.  

  Attached is a print snapshot of the disclaimer on the website.

• Initial Complaint

  Date:12/16/2022

  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.

  I recently rented an apartment from Wilcox Communities in Grove City, Ohio called "The Residences of Browns Farm" which was a nightmare! A lot of careless mistakes by the construction crew and very discouraging for me since it was new. Very careless and sloppy work by construction! A few weeks ago I moved into "The Residences at Phillips Farm" in Westerville, Ohio, another property of Wilcox Communities, hoping that it would be better. I am so disappointed because there are so many flaws in my brand new home! I realize that everything cannot be perfect but there are major mistakes in my home! For example...damaged kitchen countertop, damaged door, etc. I was giving Wilcox Communities another chance but am having a regret doing so. I know that if I report these issues that I will be told that they are "cosmetic" and they will never be corrected but my question is...if it were one of the construction worker's homes, would he be okay with these mistakes?

  Business Response

  Date: 01/18/2023

  ****** lived at The Residences at Browns Farm for 15 months after a request to extend her lease because she was moving to another Wilcox Community - The Residences at Phillips Farm.  Below are the documented service requests with completion dates and time it took to complete ******'s request.

  Documentation from ******'s file in Wilcox Communities system, this documentation can be printed and provided if needed.

  The Residences at Browns Farm.- requests from ****** and completion date /time took to complete the request.

  9/7/21-No Water in kitchen sink.

  Completed on 9/7/21    0.57hrs

  12/7/21-A Stone on the wall of the front porch needed to be reattached.

  Completed on 12/7/2021  0.98hrs.

  12/17/21 - Found a missing stone on the outside of the building, request to power wash the building exterior, patch a piece of the concrete, out wiring showing, and touch up the front door with paint.

  Completed on 12/17/2021  3.10 hrs.

  Prior to move out date resident had ask the Property Manager to fix a couple items because she was moving. The Maintenance Supervisor went to take care of the items.  Resident said forget about the items, I don't need them fixed I am moving soon.

  Notice to Vacate entered/reason:  8/23/2022.  Resident wanted to extend the notice because the apartment she wanted was still under construction at another Wilcox Community - The Residences at Phillips Farm.

  Move Out Date granted of 12/4/2022.

   

  The Residences at Phillips Farm. - requests from ****** and completion date /time took to complete the request.

  12/3/2022- Resident moved in.

  12/3/2022 -Property Manager spoke to the resident the day of move in.  Resident explained a couple things that needed looked
  at.  One was her countertop having (her words) a very small chip type
  defect on the edge of it.  The second item was an area that looked odd by
  her front door.  Property Manager explained to the ****** that anything needing documented for
  its condition at move in to place on her move in condition form and to put all
  items in on her portal as a service request for the Maintenance Supervisor to address.  The Property Manager offered
  to put them in for her then, but ****** said she was going to be traveling and not sure
  when it would be convenient for her to be there, and she wanted to be there.  ****** left with the
  understanding that the items would be addressed for her, but ****** was going to
  put them in her resident portal as a service request, so the office staff knew when she was available and wanting it done.  This was never entered by ******.

  BBB complaint was received.  

  1/16/2023 - Property Manager called ****** and left a voice message to please return her call regarding the service requests.

  1/18/2023 - ****** has not returned the Property Manager's call nor emailed her regarding the open requests.

  To both communities' knowledge all service requests were completed as requested.