Complaints

This profile includes complaints for Irwin R. Rose & Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Irwin R. Rose & Company, LLC

  3811 Turtle Creek Blvd, Suite 300 Dallas, TX 75219

• 

  Irwin R. Rose & Company, LLC

  8801 River Crossing Blvd Ste 340 Indianapolis, IN 46240

• 

  Irwin R. Rose & Company, LLC

  PO Box 40879 Indianapolis, IN 46240

• 

  Altamonte Apartments

  12474 Starcrest Dr Ofc San Antonio, TX 78216

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:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 moved into ************** in February 2024, and in May, a storm caused water damage. For two weeks, I dealt with water damage and soiled carpet before any assessment, but they insisted it was safe to stay. I left but still had to pay rent for a place I couldnt live in. After the assessment, they used dehumidifiers and fans, which spiked my electricity bill to over $400. They promised to help with the bill but never followed through. I had to chase them for updates on repairs. In June, a crew removed the ceiling but didnt protect my unit, leaving fiberglass and wood shavings everywhere. By September, the situation had worsened, with no ceiling and likely moldy carpet. After almost six months, the repairs were poorly done, carpet never replaced, and I never returned. I informed them I wouldnt renew my lease multiple times , but they requested written notice, which was outside the 60-day window. The manager, *****, said she would speak to her supervisor, ****, about waiving the fees due to my experience there, which I have email proof of. I moved out and returned the key when my lease ended. However, Im being charged a reletting fee and rent for the notice issue. On today 03/23/24, I reached out, and **** said **** would call me. When he did, I missed the call but returned it within minutes. After several attempts to contact him, he answered and attacked me for calling multiple times and told me it was inappropriate. He didnt listen to my explanation and dismissed Haydes offer to waive the fees, saying she had been a manager for 16 years and didnt know why she would make that offer. This has been a horrible emotionally draining experience. I understand laws and procedures, but to be lied to and treated that way by so called managers and supervisors is INAPPROPRIATE!

• Initial Complaint

  Date:12/07/2024

  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.

  They have a scam going with La Calera in *********** ** if you don't use this renters insurance the apartment will charge you 50 dollars for changing. Stay away from this scam over 400 a year for rental insurance you can get from your car insurance place for 140 a year with better coverage.**** and multifamily work in conjunction with each other to scam apartment residents stay away from properties managed by Irwin rose and served by multifamily Internet ventures. I have asked the state attorney general of Texas to look into these predatory practices

  Customer Answer

  Date: 12/10/2024

  The company refunded my 50 dollars so no further actions needed

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 broke my lease with the Civic at ************* on June 15th, 2024. I signed a contract and was given 3 options on how to break a lease. I chose option 1 which was to pay the remainder of rent on the remaining time on my lease. Which was for the final month of my lease expiring on July 22, 2024 as had I not moved out this wouldve been the payment amount anyways. When moving out, instead I was charged a $1,350.65 resetting fee additional to the final months rent. When trying to contact **** ******** at Irwin R Rose to understand why I was being charged an additional fee when this wasnt agreed upon initially when breaking the lease with their apartment complex The Civic. She was extremely rude and unwelcoming and said it doesnt matter the situation and the charge needs to be paid.

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 filing a formal complaint against **** ********, the manager of The Civic at *************, and an employee of Irwin R ****. **** has harassed me, discriminated against me, lied, and engaged in illegal activities, causing financial and mental harm. Here are the issues 1. Discrimination: **** discriminated against me for being a 100% disabled veteran with a service dog. She demanded a doctors note to prove my disability, violating the Americans with Disabilities Act. She tried to deny me my service dog 2. Harassment Over Trash: **** repeatedly harassed me about trash. She and her staff failed to maintain the trash room, leading to overflows. When residents left trash on the floor, **** publicly singled out individuals, including me, embarrassing us.3. *Lies About MoveOut Costs*: **** misrepresented what Id be charged upon moveout. She initially told me Id be billed monthly, but I received a lump sum of over $16k. When I asked for clarification, she rudely said it was out of her hands and hung up, then ignored my emails.4. Illegal Unit Turnover Practices: When we moved in, the unit had serious damages (scratched floors, broken appliances, etc.). **** charged the previous tenants for these damages but never fixed them, and we were forced to move into a damaged unit. She profits by charging new tenants for the same damages repeatedly.5. Unjust Charge for Blinds: **** charged me $301 for living room blinds that were not damaged. I accept responsibility for patio blinds, but I have proof that the living room blinds were intact. When I requested proof of damages, **** ignored me, and the photos I received showed no damage.Resolutions Requested:1. Hold **** accountable for her actions, including harassment, discrimination, and fraudulent management practices.2. **** should apologize for the harm caused.3. Remove the $301 charge for the living room blinds unless valid proof is provided.4. Ensure **** stops charging tenants for damages without fixing them.

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Im filing a complaint against Irwin R **** and **** ******** for not providing communication or documentation about a move-out statement from The Civic at *************. Despite multiple contacts, no response was received, hindering debt settlement.Key unresolved issues:1. Lack of Communication:Despite multiple calls and emails, I have received no response from **** ******** regarding payment options or clarification of terms, leaving me unable to resolve the debt. It feels like the company is deliberately hindering the resolution of the debt while threatening collections.2.Unclear Payment Terms: I have requested a written breakdown of payment arrangements, including the minimum payment, how payments will be applied (principal, interest, fees), and details about any late fees, but no such documentation has been provided.3.Disputed Charge for Blinds: There is a charge of over $300 for the replacement of the living room blinds. I am willing to accept responsibility for damage to one section of the patio blinds, and I agree to pay for that. However, I do not agree with the charge for the living room blinds and am requesting that these charges be removed. In the image provided by the company, its clear that the blinds were not fully let down, making one side appear scrunched and uneven as they rest on the blinds next to them. If the blinds were properly let down, it would be evident that they are not broken. I have photographic proof from after I moved out that the living room blinds are undamaged and functional.Resolution sought:1. Written Payment Terms: I request an official document outlining the payment terms, including the total balance, due date, minimum payment, and any applicable fees.2. Removal or Justification of Blinds Charge: I request the charge for the living room blinds be removed as they were undamaged.3. Prompt Communication: I expect timely and transparent communication from **** ******** or another representative to resolve this matter.

• Initial Complaint

  Date:08/03/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  August 1, 2024 - I pay over ***** dollars per month. The manager appears to be behaving in a harassing manner towards me. She appears not to understand the lease terms or the local laws and she appears to try to abuse power towards customers by trying to put them in a bad position for reasons that are outside of the written contract. The company will not do anything about her. They will not do anything to protect their customers or even themselves from her.

• Initial Complaint

  Date:06/04/2024

  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.

  I am writing to formally complain about the unjust treatment I received regarding my terminated lease at *********************** Apartments, particularly the unwarranted charges and withholding of my security deposit.I leased a unit from April 8, 2023, to April 8, 2024. I fulfilled all contractual obligations and provided the required 60-day notice of my intent to vacate on January 28, 2024, with the move-out date of April 8, 2024. The apartment was professionally cleaned, and I returned the keys on the specified date. The management acknowledged receipt of my notice and confirmed the timely return of the keys but declined to conduct a walkthrough, citing they were too busy. To ensure clarity, I recorded a video of the units condition at move-out.On May 4, 2024, I received a notice from Resident Advocate, a debt collection agency, stating I owed a debt to *********************** Apartments. This was unexpected and unprofessional, especially since the Final Account Statement detailed all expected fees for final billing. The additional $806.65 reletting fee was a shocking and unjustified addition, as this charge is illegal and constitutes holding my deposit in bad faith.I filed two complaints with the collection agency, disputing the validity of the $249.91 claimed to be owed and asserting that *********************** Apartments owes me $556.74. The collection agency has been unhelpful and unable to justify or explain the reletting fee despite my proper adherence to all lease termination procedures.My attempts to resolve this issue with Irwin ****************** have been ignored. in the past 30 days. I request the following:Immediate reimbursement of the $556.74 owed to me.Written confirmation that the $806.65 reletting fee has been removed and that no further collection actions will be pursued against me.A formal apology for the distress and inconvenience caused by this situation.I hope we can resolve this matter amicably and expediently. I look forward to your prompt response.

  Business Response

  Date: 06/06/2024

  The resident moved out on 4/8, which is when her lease expired, and she gave proper notice.  However, she failed to pay rent for those 8 days in April and was therefore, charged the reletting fee.

  Customer Answer

  Date: 06/06/2024

  I am writing to formally dispute the reletting fee charge of $806.65 applied to my account. As per the Texas Property Code and the terms of the lease agreement signed, this charge is inappropriate and unjustified for the following reasons:
  
  1. Lease Termination: I vacated the property on 4/8, which coincided with the expiration of my lease, and I provided proper notice of my move-out as required.
  
  2. Payment of Rent and Fees: All rents, fees, and penalties specified in the contract were paid in full. This includes the rent for the 8 days in April ($253.07) and the late charge ($81.20 consisting of the initial late fee and daily late fees).
  
  3. Lease Compliance: I did not break the lease. The lease contract under section 7.7.1 clearly outlines when a reletting charge is applicable. Since I complied with all the terms of the lease and provided proper move-out notice as per section 25 (a, b, c, and d), which was acknowledged and confirmed by the landlord, the imposition of a reletting fee is unwarranted.
  
  4. Unreasonable Fee: The reletting fee charged is unreasonable and excessively inflated. Texas law allows landlords to charge a reletting fee only to cover costs associated with preparing the dwelling for reletting and handling the necessary paperwork. The fee imposed far exceeds these reasonable costs.
  
  Given the circumstances, I request that the reletting fee be removed from my account. I look forward to your prompt resolution of this matter.
  

  
  

  Business Response

  Date: 06/10/2024

  The last payment received on your account was on 3/5/2024.  The prorated rent and utilities for ***** was not paid.  The late fee was assessed.  The reletting fee was charged in accordance with the lease agreement.

  Customer Answer

  Date: 06/10/2024

  I am rejecting this response because: 

  The last payment received on your account was on 3/5/2024.  The prorated rent and utilities for ***** was not paid.  The late fee was assessed.  THE LAST PAYMENT FOR THE RENT WAS PAID OUT ON 4/24/24 BY ************************* OF YOUR COMPANY.  THIS $253.07 RENT FOR 4/8/24 PRORATED RENT WAS PAID WITH A LATE *** OF $81.20.The reletting fee was charged in accordance with the lease agreement. I HAVE ALREADY DEFINED THE RELETTING *** AND HOW IT IS IDENTIFIED IN THE ***** AGREEMENT AND AGAIN YOUR COMPANY DID NOT HAVE ANY OF THE EXPENSES TO RELET THE ****.  I GAVE PROPER NOTICE, CLEANED THE **** AND TURNED IT IN ON SCHEDULE. I MET ALL MY CONTRACTUAL OBLIGATIONS. IN *****, A RELETTING *** IS INTENED TO COVER THE LANDLORDS COST ASSOCIATED WITH FINDING A NEW TENANT WHEN A TENANT BREAKS THE ***** EARLY.  I DID NOT BREAK THE ***** EARLY. THIS CHARGE IS NOT (1) REASONABLE - REFLECTING ACTUAL COST TO FIND A NEW TENANT.  (2) PROPORTIONAL - ALIGNED WITH THE REMAINING TERM OF THE ***** AND THE LANDLORD'S ACTUAL COSTS. OR (3) TRANSPARENT: CLEARLY OUTLINED IN THE ***** AGREEMENT REGARDING WHEN AND HOW THE *** IS APPLIED.  I MET ALL OF THE CONTRACTUAL OBLIGATIONS AND SHOULD NOT HAVE BEEN CHARGED THIS *** ACCORDING TO WHAT THE ***** STATES.

• Initial Complaint

  Date:06/02/2024

  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.

  As of 5/14/24 I've put the same work order in 5x now since Nov 2023 about a water ***************** still not fixed. Every time it rains I have water leaking down the wall by the fireplace. I have big stains on the ************** & what looks like mold growing. I have a 14 month old baby and haven't been offered any accommodations until it is finally fixed. I even sent pictures of my wall and ceiling. I've renewed my lease for the second time and very disappointed.On 5/15/24 Maintenance guys came by spraying white colored "mold prevention" on the wall/ceiling and covered it with paint. No one actually checked behind the walls for mold like I was told would happen.Update 5/31/24 Since the bad storm on 5/28/24 my fireplace has leaked water from the cracks going along the side of it. I have two additional ceiling leaks. The leak that was "repaired" is still ************** is growing AGAIN. The paint is bubbling again from water leaking behind it. I was told "mold takes a long time to grow" but yet it started growing within a 4 day timeframe. I've taken pictures and videos as before. I won't be renewing another lease with Crossings on ***** ***LATEST UPDATE 6/2/24*** Maintenance **** finally cut a hole in the wall 5/31/24 after continuous calling & going to the office speaking with the property manager to get a solution about this leak. Of course there was mold and rotten damp wood (as I already figured). I packed bags and I did not bring my baby back into the apartment. I was later told contractors would be out to fix the leak from the inside and tear out the rotten wood and repair on Saturday. Contractors came 6/1/24 to (repair). Today I returned home to clean thoroughly and whats happening again??? Water is STILL leaking down the wall even worse now from the rain and ****** is expected to get rain for the next couple days. So basically the new wood and installation is getting wet again and will start molding/rotting all over again I have a baby living here

  Customer Answer

  Date: 07/09/2024

  The business contacted me directly and my situation has been resolved. 

• Initial Complaint

  Date:04/11/2024

  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.

  I am writing to express my serious concerns and dissatisfaction with the property management services provided by Irwin R. Rose & Company, LLC, specifically in regard to my experience with Gateway Cedars.After my move-out from the apartment, I provided my forwarding address in emails and in the final move-out paperwork to the ************************* as instructed. Despite this, I never received a formal move-out invoice or Final Account Statement sent to my provided last listed forwarding address. Instead, I was only made aware of the balance due to a collection company contacting me unexpectedly with the information. Additionally, the move-out invoice contained charges that I believe to be erroneous and unjustified:Unauthorized Pet Fee: I did not have any pets during my tenancy at **************. Maintenance personnel frequently visited my apartment during my stay, both when I was present and when I was away. If there had been any pet on the premises, the maintenance staff would have been aware of its presence. Additionally, I had ****** Nest cameras installed, which further supports the fact that there were no pets during my tenancy.Renters Insurance Non-Compliance Fee: I maintained renters insurance throughout the duration of my lease term and have documentation to support this.Replacement of Carpet: I diligently followed move-out cleaning instructions and left the apartment in good condition. If there are specific damages to the carpet that necessitated replacement, I request detailed documentation and evidence supporting this claim.I kindly request that Irwin R. Rose & Company, LLC, ******************* address these issues promptly and provide a revised invoice reflecting accurate charges, along with proper documentation supporting any deductions from my security deposit.Thank you *******************************

  Business Response

  Date: 04/15/2024

  Hi ******,

  Thank you for being a valued resident.  Please find attached your Final Account Statement.  The invoice for new carpet being installed prior to your move-in and photos documenting the carpet damage at move-out.  We utilize a third-party carpet vendor to determine carpet damage/pet stains. (see photos) The proof renter's insurance you provided does not cover the dates of your lease.  If you could upload proof of insurance, we would be happy to review it.    

   

  Customer Answer

  Date: 04/15/2024

  I am rejecting this response because:   

  
  After reviewing the provided documentation and comparing it with the Move-Out Inspection Checklist, I would like to address the following concerns:
  
  1. **Carpet Condition**: The Move-Out Inspection Checklist, completed on March 19, 2024, indicates that the carpet was in good/ok condition. This assessment was conducted by your employee with Gateway Cedars Apartments. This assessment contradicts the claim of significant carpet damage at move-out. Additionally, the photos provided do not clearly show the date they were taken, making it difficult to verify their accuracy and relevance to my move-out.
  
  2. **New Carpet Installation Invoice**: The invoice for new carpet installation prior to my move-in appears to pertain to a period before my tenancy began. As such, I do not believe it is appropriate to hold me responsible for this expense, as it predates my lease term.
  
  3. **Carpet Replacement After Move-Out**: If there is evidence of carpet replacement after my move-out, I request a separate invoice documenting the carpet replacement that occurred due to my tenancy. This would help clarify the situation and support the charges.
  
  4. *********************** I have provided documentation of renter's insurance in two separate documents. The first document covers the proper insurance through **** from March 16, 2023, to March 16, 2024, and the second document covers insurance from March 16, 2024, to March 16, 2025, thus including my full lease term.
  
  Given these discrepancies, I respectfully request a detailed explanation of the charges assessed in the Final Account Statement. I also request an itemized list of deductions from the security deposit, along with clear supporting evidence to substantiate each charge.
  
  Should this matter remain unresolved and in light of the discrepancies noted, I am prepared to seek legal action to protect my rights as a tenant and pursue a fair resolution.
  
  Please understand that I take this matter seriously and wish to resolve it fairly and amicably. I appreciate your cooperation and prompt response to address my concerns.
  
  Thank you for your attention to these issues
  
  ******

  Business Response

  Date: 04/16/2024

  ******,

  Thank you for providing the proof of insurance.  That charge has been removed.  

  The invoice for the new carpet being installed prior to you moving in was provided with your Final Account Statement. Anytime a pet odor is found at move-out, the carpet vendor pulls the carpet to verify the findings. Pictures of the stains found on the carpet at move-out were included with your Final Account Statement. The carpet charge is prorated based on 5-year carpet life. Since the damage occurred during your time of residency the charge will remain.   

  Customer Answer

  Date: 04/16/2024

  I am rejecting this response because:   

  After reviewing the information provided, I would like to address the following concerns:
  
  1. **Depreciation Calculation**: The carpet charge is prorated based on a 5-year carpet life, with a total charge of $968.00. You mentioned the charge is based on less than 1 years of depreciation on the Final Account Statement. The prorated charge should reflect a single year of depreciation, which is $193.60. Instead, the charge calculated for me is $774.40, which suggests an overcharge and a depreciation of 4 years. Can you please provide a more detailed breakdown of the calculation to explain how the final charge was arrived at?
  
  
  2. **Pet Odor and Carpet Damage**: I do not believe that any damage to the carpet was caused by me during my tenancy due to a pet, as I did not have any pets in the apartment. As previously mentioned, the Move-Out Inspection Checklist from March 19, 2024, confirms that the carpet was in good/ok condition. Additionally, if the carpet was replaced prior to my move-in, the charges for replacement for over 80% off the carpet should not be my responsibility.
  
  Given these discrepancies, I respectfully request a review of the carpet charge and further clarification on the depreciation calculation. I ask for documentation to support the need for carpet replacement and the specific clear findings of your carpet vendor for pet odor. 
  
  If this is your final statement and you are unwilling to resolve the matter fairly, I will have no choice but to proceed formally with legal counsel to protect my rights as a tenant and pursue a fair resolution.
  
  Thank you. I look forward to your prompt response.

  Customer Answer

  Date: 04/17/2024

  Despite my previous requests for clarification and a fair resolution regarding the charges included in the Final Account Statement, the matter remains unresolved. I have reviewed the relevant Texas laws and responses, and I continue to believe the charges are inaccurate and unwarranted.
  
  
  As of today, I have not received a satisfactory explanation or resolution regarding the carpet charges, the lack of itemized documentation for the bedroom and bedroom closet, or the handling of my account with the debt collection agency. This has left me with no choice but to proceed with legal action.
  
  
   I intend to seek legal assistance and file a claim in small claims court to recover any undue charges and additional expenses related to this dispute. I believe my rights as a tenant have been violated, and I am prepared to pursue this matter through legal channels. 
  
  
   I addressed the following concerns:
  
  
  1. **Pet Odor and Carpet Damage**: I do not believe that any damage to the carpet was caused by me during my tenancy, as I did not have any pets in the apartment. As previously mentioned, the Move-Out Inspection Checklist from March 19, 2024, confirms that the carpet was in good/ok condition.
  
  
  2. **Replacement Areas**: The invoice provided includes charges for the replacement of carpet prior to my move in for  in the living room, bedroom, and bedroom closet. However, no documentation or evidence has been provided to substantiate damage to the bedroom or bedroom closet. I request clarification and supporting evidence for these charges.
  
  
  3. **Itemized List of Damages and Charges**: As of today, it has been 30 days since my move-out, and I never received a written description and itemized list of damages and charges to the last forwarding address provided. The last forwarding address was listed on my move-out paperwork on March 18th and in an email to Gateway Cedars on March 10th. I also requested an itemized invoice from ****************** on April 8th. Verification on whether the Final Account Statement was sent, when it was sent, and if it was sent to the the correct address was not provided. 
  
  
  Per Section ****** of the Texas Property Code (Liability of Landlord), landlords are required to provide a tenant with a written description and itemized list of deductions from the security deposit within 30 days of the tenant's move-out date. If the landlord fails to comply with this requirement, the tenant may be entitled to certain remedies, including the return of the full security deposit.
  
  
  I was only notified of my balance due by a debt collection agency reaching out to me via email.
  
  
  The business noted that the charges will remain.  I will have no choice but to proceed formally with legal counsel to protect my rights as a tenant and pursue a fair resolution tomorrow. 
  
  
  Thank you 
  ***************************;

• Initial Complaint

  Date:01/22/2024

  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.

  The ground around my apartment unit gets easily flooded whenever after just a few hour raining, and also keeps wet and muddy all time even sunny days.
  On January 05, 2024, I submitted the maintenance request from the maintenance request page of their website to bring my concern about breeding mosquitoes.
  They obviously did nothing but emailed me “the maintenance request was complete”.
  I submitted the request again on January 19, 2024. They emailed me back on January 22,2024 “Yes we are working on it is a water leak on the city line they are to(o) busy we are on the list sorry”
  My translation is that the water comes from underground makes the soil wet, the apartment management requested the city to fix the water line, but the city doesn’t fix it yet.
  However, the flooding is made from the lack of rain gutters flow (please see attached picture) and soil condition (clayey).
  The other side ground of building is cured by the sand but not my side (please see attached)
  Also I contacted the city (call 311) and was told the management must take care of the issue inside the property.
  The night of January 21, 2024 the flooded water almost came in my unit. (Please see attached picture)
  They do not respond my maintenance request. I submitted the maintenance requests before Christmas. They said due to holiday season, they work on only urgent requests. One month after my request and the holiday season completely ended but they do nothing yet.

  Customer Answer

  Date: 01/25/2024

  I wrote on the maintenance request “poor drainage” this means “ rainwater is not into the cray-like soil and a few hour rain remains on surface next 2 days” 
  even after heavy rain, if soil absorbs water well, no flooding will occur.
  Actually the apartment management knows about the soil condition in the property and treat it with orange sand except my side of building 7. Other side is walkable even during flood warning but my side is all time wet and muddy even very sunny day. (See attached)
  I asked why my side of ground isn’t cured to the apartment management, but they didn’t answer.
  Apparently the apartment management concerns (only) the drain pipe between building 8&9 or flood water on walk path. (These are also problems though)
  To prevent flooding around my apartment, they need to change soil (condition) , or construct inlet drainages, or set water-absorbing blocks/concrete (or if they believe that the rain water from the roof makes flooding is the city’s fault, file a complaint against city public works)
  However I cannot await the improvement of entire ground, wet conditions and mosquito bites make my allergies worse. 
  And spiritual reason as well.
  About  maintenance request ignorance: As I wrote they don’t work my internal maintenance request. They don’t fix the living room display cabinet, I can’t store my stuff for 1 month after moved in. (See attached)
  not only this cabinet, almost everything inside my unit is dirty, cracked, broken, and/or decompressed.  The edge of display glass self is cracked and I cut my finger.
  The bottom of kitchen cabinet is decompressed like the cabinet at living room. I put a  board and now barely can be used. But I cannot do anything within tenant’s role.
  they passed me the key without house cleaning.
  

  Business Response

  Date: 02/05/2024

  La Calera Apartments
  *** ****** ** *** ******** ***** *****
  
  Dispute Resolution Department
  Better Business Bureau
  Dallas/Lubbock/Wichita Falls
  
  Re:  Complaint ID #********
  To Whom it May Concern:

  
  The complaint referenced as #******** has been
  received for La Calera Apartments and has the following response:

  
  Customer’s Statement of the Problem:
  The ground around my apartment unit gets easily
  flooded whenever after just a few hour raining, and also keeps wet and muddy
  all time even sunny days. On January 05, 2024, I submitted the maintenance
  request from the maintenance request page of their website to bring my concern
  about breeding mosquitoes. They obviously did nothing but emailed me “the
  maintenance request was complete”. I submitted the request again on January 19,
  2024. They emailed me back on January 22,2024 “Yes we are working on it is a
  water leak on the city line they are to(o) busy we are on the list sorry” My
  translation is that the water comes from underground makes the soil wet, the
  apartment management requested the city to fix the water line, but the city
  doesn’t fix it yet. However, the flooding is made from the lack of rain gutters
  flow (please see attached picture) and soil condition (clayey). The other side
  ground of building is cured by the sand but not my side (please see attached)
  Also I contacted the city (call 311) and was told the management must take care
  of the issue inside the property. The night of January 21, 2024 the flooded
  water almost came in my unit. (Please see attached picture) They do not respond
  my maintenance request. I submitted the maintenance requests before Christmas.
  They said due to holiday season, they work on only urgent requests. One month
  after my request and the holiday season completely ended but they do nothing
  yet.

  
  La Calera’s Response:  We completely understand the residents’
  frustration.  This issue lies with SAWS (San
  Antonio Water Services) as this water line belongs to the city and is
  theirs to repair.  We have been in
  communication with the city and have been told we are on their schedule to
  complete.  We will keep the resident
  informed as we learn any other information as it relates to the repair.

  
  Thank you,
  Maria *****
  Community Manager
  La Calera Apartments

  
  

  Customer Answer

  Date: 02/05/2024

  I am rejecting this response because:   
  

  My compilation is not “water have been leaking from the water line”.

  I have never asked where the leaking water comes from.

  I have asked the apartment management 

  “to improve all-time wet ground around my unit”

  ”to resolve puddles AFTER RAIN”

  “to resolve puddles around my unit for mosquito control”

  they have never mentioned about that and never have any resolution for it.

  
  Even if the leaking water makes the ground muddy, even if it’s city’s fault or Mother Nature, they should take care of issues inside the property like setting water absorbing pads. They haven’t treated any issues even the puddle made from the water leakage 

  When I saw the apartment maintenance personnel just outside of my unit (on January 26,2024), I told him I don’t ask about the water leakage from the pipeline, I explained what are problems as pointing paddle (which was made from rainwater)and my side (muddy) and other side (treated) 

  Although water leakage from the pipeline is not my complaint, it reveals their unethical. 
  they have told me that they acknowledge the water leaks from the city water line, they have to wait the city start working it. 
  However, after I reported the puddle at exact outside of the apartment to the San Antonio Water System,they responded within 12 hours and then found it needs a utility work. It’s not their turn came up from the waiting list.

  I do not believe they reported the city properly.

  the San Antonio Water System told me that the water leakage was found the apartment’s pipeline but it’s located outside of the property (outside of the property but the apartment has responsibility)that’s why utility work is starting when I inquired about my service request.

   

  Customer Answer

  Date: 02/05/2024

   

  Customer Answer

  Date: 02/05/2024

  I wonder if water leakage makes the water fee high. Normally the apartments in San Antonio charge $10-15 / month and this apartment charges $35/month, more than a double of other apartments.

  Customer Answer

  Date: 02/05/2024

  Then don’t mention about my move in maintenance request either.

  why they don’t do anything for that?

  Customer Answer

  Date: 02/06/2024

  Leaking water from the pipeline doesn’t flow to my side. 
  it doesn’t make sense if leaking water makes the puddles around the rain gutters only when after rain.

  And again, no water what causes wet conditions , the apartment management must make some improvement.

  they have never mentioned and try and effort least 1 month but blaming the city.

  They let water stay as setting a rail around the gutter instead.

  Business Response

  Date: 02/15/2024

  La Calera Apartments
  *** ****** ** *** ******** ***** *****
  
  Dispute Resolution Department
  Better Business Bureau
  Dallas/Lubbock/Wichita Falls
  
  Re:  Complaint ID #********
  To Whom it May Concern:
  The complaint referenced as #******** has been
  received for La Calera Apartments and has the following response:
  
  La Calera’s Response: Thank you for meeting with me and discussing our planned improvements to alleviate the water issue near your apartment home.  We are hopeful that these improvements will resolve the current issue.  Please keep us updated if any other issues arise and we will respond accordingly.

  
  Thank you,
  Maria *****
  Community Manager
  La Calera Apartments

  
  

  Customer Answer

  Date: 02/17/2024

  I am rejecting this response because:   
  they do not do anything for improvement. 

  They do not contain any word for the plan to improve; when, where, what, how they would do for the improvement.

  They don’t explain why they don’t start anything by now , what causes the delay.