Complaints

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:04/29/2025

  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.

  In February 2025, my wife and I applied for an apartment at The Lofts at Valencia, a property managed by Carlsbad Management Group. We were encouraged by the leasing staff to submit an application quickly to take advantage of a promotional offer for a free month’s rent.
  
  As part of the application process, we were required to pay a $400 deposit in order to apply. There was no option to submit an application without paying this deposit. We were informed that the deposit would only be forfeited if we canceled a lease.
  
  We carefully reviewed the documents provided, and based on the language used, we understood that the deposit would be safe unless a lease was executed and later canceled. At no point did we sign a lease agreement, nor did we take possession of the apartment.
  
  Approximately four weeks after submitting our application, we decided not to proceed with the apartment and contacted the property to cancel. At that time, the property manager informed us that our $400 deposit would not be refunded, citing the application agreement.
  
  The contract's language is poorly written, unclear, and misleading. It does not make it reasonably obvious that simply applying — without signing a lease — would result in a nonrefundable deposit.
  
  We believe The Lofts at Valencia, under Carlsbad Management Group, engaged in deceptive and unfair business practices by misrepresenting the nature of the deposit and refusing to refund money for services (a lease) that were never executed.

  Business Response

  Date: 05/08/2025

  On February 28, 2025, ******** ****** and ***** ***** submitted an application to Los Valencia, approved on March 13, 2025, with a move-in date of May 23.
  On April 22, 2025, ***** ***** expressed disinterest in moving in, leading to the forfeiture of the deposit as per policy.
  Management has decided to refund the deposit as a favor despite the policy.
  The security deposit policy is available on the Los Valencia website under the resident criteria page.

• Initial Complaint

  Date:04/07/2025

  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 am a resident at Country Creek Apartments that is being harassed and discriminated against. On April 2 I was standing outside when a representative of the apartment told a lady across the street that her dog was required to be on a leash and the lady then took her anger out at me. Falsely accusing me of taking pictures of her when I was forced to call 911. I tried 4 times to call the apartment management and 911 before things got out of hand. The police and the apartment manager came out and talked to both parties and I thought it was done and over with but it wasn't. The lady had I guess talk to her husband over the phone about the issue. So when he got home from work he came out and started an argument then started making his way across the street in my direction and again I had to call 911 to make sure things did not get out of hand. Again the police and apartment manager came out and I got the worst of it when I was doing all I could to keep things from getting out of control. I had offered the police my phone to have it check out for proof I had not taken pictures of this lady. I even tried to show the apartment manager and the police the picture gallery on my phone. So since April 2 I have had to deal with being harassed by multiple residents from building 8&9. Now since the day of April 2 I have had to put attorney's on retainer due to the treatment and harassment I am receiving from the apartment and its residents. Since April 2 I have stayed to myself not talking to any of the residents, and not causing any issues. I have not even talked to the office representatives of Country Creek apartments because they are on the side with the people that started and caused the issues. I follow the rules and pay my rent months ahead and I am the one getting first and final warning. Also I follow all the rules and receive a first and final that states this will serve as my 10/15 day notice I have ********************************* vacate within 15.

  Business Response

  Date: 04/15/2025

  ****,
  
  We are writing in response to the complaint regarding the events on April 2, 2025, and the subsequent claims of harassment and discrimination.While we take these allegations seriously, we believe it is important to clarify certain points and provide a more accurate account of the situation.
  
  We understand that there was a disagreement between you and another resident, which led to a police intervention, twice. We would like to reiterate that the apartment management team has always acted in accordance with policies designed to ensure the safety and well-being of all residents. As per the event on April 2, the matters were discussed in the presence of law enforcement, and any claims regarding harassment or discrimination were carefully reviewed. The apartment management team has not sided with any party, nor has it condoned the behavior of either party that violates the community standards.
  
  It is also important to note that there have been previous instances where concerns were raised about your interactions with other neighbors, and such matters are regularly addressed in a manner consistent with our community guidelines.
  
  Please know that we are taking this feedback seriously and will be reviewing the matters raised through the appropriate channels. Our goal remains to ensure a respectful and fair living environment for all residents,and we are committed to resolving concerns in a constructive and transparent manner.
  
  Regarding the first and final notice, please be advised that it is standard protocol to issue such notices to each party involved in the event of unresolved issues and incidents like the ones that took place on April 2. We can assure you that management is committed to addressing concerns fairly and in compliance with the law.
  
  We appreciate your feedback and are looking forward to coming to a resolution.
  
  ***** ****
  
  ******* ***** **********

  Customer Answer

  Date: 04/18/2025

   
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/12/2024

  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.

  All but one window leaks when it rains. Maintenance has made 4 attempts to stop the leaks and property management refuses to call a window company. Their maintenance men only look, and caulk.

  Business Response

  Date: 06/19/2024

  4.26.24 received a work order from unit 1202 for leaking windows
  5.3.24 maintenance techs inspected and caulked the exterior of windows.
  The resident received auto prompted satisfaction survey.Response received was Satisfied
  5.7.24 received a work order that window was still leaking.
  5.17.24 maintenance tech was advised the window was still leaking, maintenance entered to service the dishwasher only.
  5.30.24 maintenance techs replaced bottom window and cleaned out eye ducts on remaining windows.
  The resident received auto prompted satisfaction survey. No response was provided.
  6.6.24 report of windows still leaking and replaced window now leaking as well.
  6.10.24 onsite staff inspected for damages to create a plan of action / next steps
  6.10.24 removal of siding and inspection of flashing surrounding window is needed to remedy the issue. (this is scheduled to be completed by 6.21.24)

  6.20.24 maintenace will be removing siding and inspecting flashing. Once that is complete, in hopes that fixes the issue, we will have a carpet cleaning vendor come out to clean the carpet where it got wet. 

   

  
  

• Initial Complaint

  Date:09/21/2023

  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.

  I applied for an apartment on 9-1-23 and provided all necessary info. My move in date was 9-12-23, but was then moved to 9-15-23 and as of 9-21-23, there was no communication about when I would be approved or able to move in. On my 9-15-23 move-in date I was notified day of that I needed a ********* which I did not have, and offered to pay several months of rent upfront in advance, but was told that that would not be sufficient and provided more income information to be able to lease the apartment on my own. After asking for a decision or returning my security deposit after 21 DAYS from the initial application date, I was told my application was still in "processing," and that should I cancel my application at that point that I would be forfeiting my security deposit. I have provided all necessary documentation to this company, and when I pressured them for an answer they assumed I cancelled my application and proceeded to keep my security deposit.

  Business Response

  Date: 10/05/2023

  On August 31, 2023, ******************** applied for an apartment, but her application was not approved due to not meeting the criteria. We refunded her deposit, which she picked up from the office.

• Initial Complaint

  Date:02/25/2023

  Type:Customer Service 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.

  Fell on their property in December and sustained serious injury due to poor maintenance. Been asking for over two months now and they refuse to provide me with their liability insurance information so I can file a claim and get care. I am not the only person that has been injured on this property due to negligence on their part. They intimidate residents into not filing claims and threaten them if you pursue matters. When it ices or snows, they refused to sand or salt because in their way of thinking, if we do it (80- & 90-year-olds) and fall, then it is on us. If they do it and someone falls, they fear responsibility. Not sure why that is an issue anyway because they will never give you their insurance info. I am pretty sure they are required to have insurance since they take Section 8 but who knows? I cannot get one answer, much less a straight one from anyone. They keep stalling me by insisting I fill out their lame incident report, which will only serve them and not me. They just want to know the details so they can get out ahead of it and lie. But I am not required to give them that information. Good, honest and ethical people should not balk at providing their insurance information, but this bunch is born of crooks and will always act poorly. When you market a property to *********** is a given that you will be extra cautious about safety issues, but not this landlord. They just **** up the money and do not care in the least. There has even been a recent death here that they covered up and posted a warning sign the day after it occurred. I contacted the President of the company, his wife, son and mother-in-law and no one has had the courage to even speak to me. This family run business is very tight, and they don't care a flip for any of their residents at any of their properties. Only when I threatened to report them to HUD and cut off their cash, did they begin doing any maintenance here.

  Business Response

  Date: 03/16/2023

  It is out policy to request an incident report to be filled out to ensure the incident is brought to our attention. We have on multiple accounts requested for the form to be filled out so that we may move to the next step in the process. We do not disclose our insurance information to anyone at anytime. Please see the attached multiple attempts in trying to receive the incident form.  

  The other complaints listed above are egregious, as we take pride in providing a good place for people to call home.

   

  Please do not hesitate to reach out should you need any additional information.