Complaints

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

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  Valiant Residential

  8140 Walnut Hill Ln 10 th Floor Dallas, TX 75231-4350

  
• 

  Valiant Residential

  7425 La Vista Drive Dallas, TX 75214

  
• 

  Valiant Residential

  1410 S Goliad St Rockwall, TX 75087-4607

  
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  Valiant Residential

  1401 Shady Lane Denton, TX 76201

  
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  Valiant Residential

  1200 N Gateway Blvd Forney, TX 75126-5369

  

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:08/29/2022

  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.

  My name is ****** ***** and I moved into ******************************************** in Weatherford Texas, the last week of February of 2022. Since the first day I moved in, I noticed my air conditioner/heating unit was not heating or cooling the apartment at all. I filed a work order and the maintenance crew came and stated the A/C unit in my apartment needed a part, but the part was on backorder. Since then I have endured the entire spring and summer without a working A/C unit. Temperatures in my apartment range from the low 50s to the high 80s wholly dependent on the weather outside - I have filed a dozen separate work orders - but nothing has changed. As far as I know the original broken part has never been replaced. The local on-site manager (Natasha J****) has been completely rude and dismissive of my problem. Valiant Residential's property manager for the Holly Oaks property, Kim Espinoza (who oversees the Natasha J****) has never returned a single call. I seek either a fixed or new A/C unit and a refund of a portion of my rent for the months March-September, as I have lived in an apartment with no air conditioning or heating, despite my contract stating it is an air-conditioned apartment. I should not forced to pay for an apartment without any climate control, when I signed a rental agreement for one with climate control. The air condition and heating has NEVER worked. I have enclosed photos from the various months. These photos show my thermostat at various temperatures - I have additional photos if needed. The larger number on the display is the actual temperature in the apartment and the smaller number is what the thermostat is set on. Every time I file a work order I am verbally berated by the local manager Natasha J****. She gets especially upset if I call Valiant Corporate. I seek assistance and have no where else to turn - thank you.

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hello ******,
  Our team has investigated this complaint, and we have copies of the work orders and their completion (documentation of work orders is attached). Natasha has stated she has not spoken with you regarding concerns about ac. Still, she has spoken to your father, inquiring about wanting to break your lease and ac issues. Kim has spoken with your father about ac issues and immediately contacted maintenance to investigate. When the maintenance went to the apartment, there was no issue with the ac, and the thermostat was reading at the set temperature. All the reported problems were resolved in a reasonable amount of time, and we do not have a record of your ac currently not working. If there is an issue, please let us know, and we will immediately fix it.

• Initial Complaint

  Date:08/28/2022

  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.

  This is what it is like to live in a Valiant Residential Property:
  *Faulty Wires
  *Dead/Missing "Landscaping"
  *Bad Paint Jobs
  *Buckled floors and paint chipping from leaks not being addressed
  

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello ****,
  
  Our team has investigated the compliant, we have records the exterior HVAC connections are in good working order, with no service requests submitted by resident for any issues related to electrical issues. day.
  
  The paint spill shown in the photo was immediately resolved. Management was notified of accidental paint spill at 7:14pm on 8/19/22, maintenance had applied appropriate absorbent and cleaned up entirety of spill by 8:11pm same day. We do not have any records you reported the spill or mentioned it to management.
  
  After the freeze of 2021 a few of the boxwood hedges did not survive despite many attempts to save. Gold Landscape has continually worked to remove any hedges that have not survived. The one specific location the resident is referring to in front of building 8 will not likely have new hedges put in the same place due to erosion and our landscaping vendor advised that the most effective and long-term solution would be to allow the grass to grow into the area.
  
  We are not showing any records of a complainant made to management about issues with the large Italian Cypress trees the are outside the resident garages. Management had these cypress removed on 8/29 to allow for placement of a cleaner, more maintainable option in 2023.
  
  The attached photo of the baseboard with chipped paint would be from the recent storms. Most all residents, including the Leasing Office experienced a bit of storm water seeping under the front door due to the flash flooding experienced in the neighborhood. Maintenance is currently working on the high volume of repairs/service requests from the storm.
  
  We are not showing any reported issues with the flooring as of this reply email. The attached photo appears to be flooring nearest to the window which the resident reported a leak at on 8/22/22 with our 2nd severe rainstorm.
  
  As of 8/31/22 JNL Roofing is expected to arrive 9/2/22 to begin addressing the 22 various window/stucco/roof leaks.

• Initial Complaint

  Date:08/24/2022

  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 moved out of Ellis on Solon apartments 6/30/22. I provided the apartment with my forwarding address. Over 30 days past and I did not receive and itemized statement or my security deposit refund. I called numerous times and no one would help or call me back. I summited a contact form and no one replied back. I finally received a check dated 8/19 that was for less than the security deposit and still not itemized statement documenting why the deposit was kept. This whole transaction violated the state law. I will be filing a suit but I also wanted this documented with BBB because their business practices are terrible.

  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 7, 2022/09/14) */
  Hello ******,
  
  Our team has investigated the complaint. The manager spoke to you via phone regarding the refund and notified you that the final water bill would be taken out of the refund. When you were in the office, the manager explained that the final water bill would be taken from the refund. On 6-22-2022, the manager sent a notice via email regarding the blinds needing to be replaced or hung properly. You were charged for the final water bill and the blinds, which were taken out of the refund.

• Initial Complaint

  Date:08/16/2022

  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.

  We were issued an eviction notice with no prior notice. Over a late fee that wasn't included in our rent. We didn't even get any contact from the complex over the fee. When we were issued the notice I was home all day and never received any form of contact from the complex. It wasn't till after I left to meet up with a friend around 4 or after when my partner got home from work was there a note on our door. We did pay rent on the 4th rent is due on the 3rd but there was no late fee included it's now the 16th and we're being told our lease has been terminated. I only go into work 2days out of the week I'm most days and I have a camera in my living room to prove so. No one has come by to contact us no one has called and we have no emails.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Dear ***** *******,
  
  We sincerely apologize for any frustrations we caused in regards to the notices for open balances. I had since been in contact with the onsite team regarding the delivery of notices when balances are owed. Our records show, that the late fee was not appearing on your ledger at the time of payment. This was a technical error and has since been corrected. Again, we sincerely regret that your experience did not reflect the high standards we work hard to meet for our residents.
  
  Thank you for taking the time to communicate to us about your experience. We have every desire to address your needs and provide the best communication available to resolve the way our onsite team handles the delivery of notices.
  In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  
  Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It's our goal to retain you as a satisfied resident and will hope to better assist you again in the future.
  
  Thank you,

• Initial Complaint

  Date:08/10/2022

  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.

  In April 2022 I started a residential lease at "The Dylan" a property owned by Valiant Residential.
  Upon moving in the unit had several issues, which were pointed out to the new manager at the time Breyden. He promised that he would have them corrected. I listed them on the move in condition form and had several verbal conversations with the office staff. I have attempted to resolve these issues cordially with the staff, however, they are mostly unresponsive.
  It is now August and I have tile that is coming up/cracked, and water damage that no one will do anything about. My lease terms have been violated per section 15 of the lease - the reasonable time for repair has since passed multiple times.

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Hello *******,
  
  We sincerely apologize for the issue you have been experiencing with your home and the communication amongst the office staff. We understand that a well-maintained home is an important factor in resident satisfaction. We would like to speak to you regarding this situation to better understand what happened and how to make things right. Will you please contact our Resident Services Department at [email protected] soon? Our goal is to achieve completion to your satisfaction. We look forward to hearing from you.
  
  -Valiant Residential
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have emailed that address multiple times with zero response.
  
  
  Business Response /* (4000, 10, 2022/09/01) */
  Hello *******,
  
  Our team has investigated the complaint, you have been let out of your lease contract and on notice to move out with your last day on September 30th.
  
  best,
  Valiant Residential

• Initial Complaint

  Date:08/08/2022

  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.

  I moved out of Grafton Flats apartments in April of 2022, and paid throughout my lease which ended in May of 2022. I paid for the entirety of my rent for the lease and for the utilities I used for my time there. I was told that I would receive approximately $103 of my security deposit back. I reported my new address to them when I told the office that I was moving out. When I called to ask about the security deposit, I was told they had no record of a new address and never had the check made or sent. Between June 16th-24th, I called Grafton to see what the delay was with my security deposit since I should have received it with the time frame I was told previously. I was told once again that they did not have an address for me. I re-told them my address and was told that it should be at my apartment in 2-4 weeks.On July 14th I called again to check the status and I was told AGAIN that they had no record of a forwarding address for me, even though they had mailed me my utility bill that they had said I had not paid. I paid the bill and informed them once again of my new address. Since then, they tried to bill me again for utilities that were used after my move out date. I resolved this with them and again was told that the money from my security deposit should be arriving in August.It is now August 7th, and it has been over 3 months since I moved out and over 2.5 months since my lease ended. Grafton has given me little reason to believe they have anything in the mail or have made any legitimate effort to have my security deposit money sent. I have records to confirm I have not cashed any check from them in this time because I never received any. They have repeatedly failed to give my money back while being eager to try to charge me for utilities whether I used them or not.

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Good Morning *****,
  
  I am sorry to hear about the struggles you have endured after move out. I have had the opportunity to look into your refund and communication with the leasing office at Grafton Flats. I refund check was cut and sent on 5/24/2022. On 8/7/2022, the Property Manager received your email regarding your forwarding address and processed a new refund with the corrected information. A new refund check was sent out on 7/18/22 to the address provided.
  I can understand how frustrating this can be and we want to do everything we can to help get your refund in hand. I have reached out today to have this sent back out and will have it shipped overnight to the address provided.

• Initial Complaint

  Date:08/08/2022

  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.

  This apartment complex needs to be shut down. They have no ability to run a business/ complex. I moved out a month ago, received an email saying my account has been charged for rental fees. I have called for weeks at a time and have either gotten no answer, or have to re explain the story over and over with nothing done in return. I explained to the front desk that I was moving on a day they will be closed and that I would leave the key. She said ok. Now it's a complety different story. They said I should've did this and that why was that not told to me when I asked in person at the desk or over the phone? I am a PAYING customer and I don't work there so how would I know what needs to be done? It's absolutely ridiculous ALL I want is my deposit, and to have nothing to do with this apartment complex ever again!
  

  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hello,
  
  
  
  We are requesting more details from the customer regarding this complaint - please have the customer provide the name or address of the apartment community that the complaint is in reference to.
  
  
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Arden northwest apartments in Oklahoma City . I also have tried to reach out to corporate prior to this.
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  Our team has investigated this complaint and we apologize for any miscommunication. We have resolved the account and charges for July and August have been credited back to the account and the account will be reconciled as of 8/22/2022. The resident statement was sent via email and through USPS mail.
  
  
  Consumer Response /* (2000, 11, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  
  Consumer Response /* (3000, 16, 2022/09/06) */
  Never received my deposit in the mail they said was sent 8/22/2022 they need to reissue my check!!!! Seriously??
  
  
  Business Response /* (4000, 18, 2022/09/14) */
  ****, we are saddened to hear that this was your experience and want to ensure we resolve this issue for you once and for all. Per our records, we do show that the account was addressed as discussed with the charges for July and August removed. Upon walking the apartment to assess for damages upon move out, it was noted that the carpet would need to be replaced due to an unauthorized pet in the apartment, a cleaning charge in addition to the pet fee that was unpaid which resulted in a balance due to the property and not a refund owed. We have sent out a final move out statement with the explanation of charges due to your listed forwarding address so that you may see the breakdown in full. Please let me know how we can be of more assistance to ensure we resolve this matter for you as efficiently as possible.
  
  
  Consumer Response /* (4200, 20, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A cleaning fee for the carpet? Is 500?? Absolutely not! I was told I would be receiving a deposit I was told it was sent on 8/22/22 now I am not receiving one because of a carpet stain and a pet fee??? I never had a pet so what is going on here? I need to receive a phone call ASAP. This is literally a scam. You've got to be kidding me. If they ever thought I had a pet why wouldn't I charged a pet fee? I NEVER had a pet. Therefore I will still need some of my deposit back. A stain in the carpet sure okay, but you absolutely are not trying to charge me $500 give me some back that's ridiculous. I can't believe you guys.
  
  
  Business Response /* (4000, 22, 2022/09/20) */
  Hello ****,
  
  The charges are for a carpet replacement and not a cleaning due to the above normal wear and tear on the carpet due to what was determined to be pet damage. The original deposit of $150 was paid towards the $50 ozone treatment completed in the apartment for deodorizing, $1484.24 for carpet & pad replacement, $25 for a trash out charge, $115 for cleaning and $300 for the pet fee charged. The carpet was ripped up in several areas beyond repair in addition to urine found on the pad by our third party vendor. We determined there was a pet in the apartment by the damage to the carpet along with dog food left behind in the kitchen sink. We would be able to provide photos as well as invoices for the repairs completed if you are in need along with the final statement. We look forward to resolving this for you in a timely manner.
  
  
  Consumer Response /* (4200, 24, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide picture proof. Because once again I did not have a pet in the apartment, nor was there urine in the carpet. Or trash left behind. I have pictures as well as videos of the final walk through of my apartment. I was told my refund was sent on august 22nd now your going back on your word and once again trying to charge me false charges after you already said I would get a deposit. There was never any pet charges on any of my monthly rent fees nor was the pet fee added in my original fee. It's almost 3 months later and your trying to add different things once you already told me something completely different you legally can not do so. If this issue continues I will be taking Valient residential to small claims court.
  
  
  Business Response /* (4000, 26, 2022/09/28) */
  Hello ****,
  Attached are pictures that were taken of the unit. While I personally was not the one that relayed the information, it appeared to be an honest mistake and relayed inaccurately. If you have pictures and video to provide that are time stamped, we would like to review those as well for consideration of removing any cleaning charges.

• Initial Complaint

  Date:07/25/2022

  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.

  Residential Manger don't keep her promise that she was getting to give me a call but it didn't happen the corporate I full like she didn't believe me of what I was telling her the corporate office don't care about the residents all Angela care is money these apartment is to much Angela help other people she never got in touch with the owner I am hurt cause I pay my rent on time

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 7, 2022/08/15) */
  Dear ****** ****,
  
  We sincerely apologize for any frustrations the negotiation renewal process has caused you. I had been in contact with you regarding the negotiation of the current renewal offers for 2022. Our records show, I emailed you on 7/26/2022 with the approved rate adjustment for your renewal. I never received a response back from you. I was later notified by the property manager, Michelle Carline that you had given notice for your apartment. Please see attached rate approval email. Again, we sincerely regret that your experience did not reflect the high standards we work hard to meet for our residents.
  
  Thank you for taking the time to communicate to us why your renewal experience did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your needs as soon as possible.
  
  In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  
  Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have word of mouth from a satisfied customer. It's our goal to retain you as a satisfied resident and will hope to better assist you again in the future.
  Thank you,

• Initial Complaint

  Date:07/23/2022

  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.

  The Valiant Residential team at Mercer Crossing Apartments failed to document my renters insurance policy when I provided it in July 2021. This resulted in me being double-charged through their provider, Breezy, even though I already had my own policy. I emailed multiple times to ask about the charge and was ignored. Finally they said it was an issue with my policy. I was never informed about the issue, and again -- ignored every time I asked about it. I corrected the "issue" and they refused to refund the duplicate charges -- which again, only resulted from the failure to document on their part. They are now ignoring all emails about it again. I am requesting a refund of $176 for what I paid to Breezy due to the leasing team's failure to document my policy, and for Breezy charges to be removed from the remaining 2 months of my lease.
  

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 7, 2022/08/15) */
  Hello ********,
  
  We are sincerely sorry to hear about your experience and would like to reach out to you and propose a resolution. Our community would like to credit any remaining sums of money owed to you. A credit was applied in the amount of $154.13 on July 25th, covering 8 months plus the prorate generated at move-in, plus on August 15th credit of $32 credit covering 2 more months of the waiver charges were applied.
  
  We will make any necessary adjustments within our communications at Mercer Crossing Apartments to improve resident relations going forward. We look forward to hearing from you soon, and thank you in advance for allowing us an opportunity to help resolve this situation.