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

  
• 

  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:09/09/2024

  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.

  I paid a refundable deposit back in February Ive been speaking with the regional manager and I have yet to receive my deposit. He has stated since April my check is in the mail. 6 months later I still do not have my refund.

  

  Business Response

  Date: 09/10/2024

  Hello,

  
  We sincerely apologize for the delay in receiving your refundable deposit. We understand how frustrating it must be, especially after waiting six months and being told multiple times that your check was on the way.
  
  We are looking into this matter to ensure your deposit is processed immediately. To assist you more effectively, could you please provide the name of the apartment community where you previously lived?

  If you have any further concerns or feedback, please don't hesitate to reach out to us directly to our **************************** at ***********************************************************.
  
  

  Thank you,

• Initial Complaint

  Date:09/03/2024

  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.

  Hello,This is the main tenant at ***. 2603 at ********************I amreaching out to once again address the month of June and the issues I had with my apartment.Recently, I have addressed these issues through management at the **************** but was not granted concessions; following this, I sentout my own concessions request a few weeks ago but have not heard back. I am again reaching out but to a different email address this time hoping to get a response.Early June, my AC unit began flooding my apartment- a maintenance request was put out on June3rd but became urgent in the following days. Due to the severity, I reached out June 9th with a high priority emergency maintenancerequest in which I talked on the phone with one of the employees. He assured me they would show up that afternoon with a repairman and clean up services. This never ended up happening.Following this I reached out to a private ********** who informed me of the potential danger of air quality and also said they were not legally allowed to come in for repairs; as I was at the mercy of the maintenance group at *************. No changes were made for weeks while my family and I had to stay off-property due to the possibility of toxic air quality and the flooding below my newborn's crib and into my living room. Fixes were not made until June 21st. (17 days following my initial maintenance request)Upon request for concessions through office management, I was denied any rent adjustment after about a month of waiting and was charged a full month rent and subsequent late fee. At this point, I am putting my own detailed request out before reaching out to a third-party; I have sent out a few emails now and am awaiting response to my concessions request. See attachment below for the full account of what happened and the details involving neglect and unprofessionalism. ****** ******** ************************ ************ ******** apt. 2603

  

  Business Response

  Date: 09/17/2024

  Hello,

   

  The issue with the air conditioner was resolved in June, and at that time, we did not approve a billing adjustment due to our policy on maintenance issues that took longer than a few days to resolve. We were receiving many requests for compensation under similar circumstances, and we did not want to set a precedent.
  When ****** ******** reached out via email on September 3, I responded to him, as ***** would not have had information about this prior incident. I clarified that, according to Oklahoma landlord/tenant law, air conditioning is considered a luxury, and we typically do not provide compensation for its loss. However, as a gesture of goodwill, we offered a $250 adjustment. Since I did not receive a response from him after this, I assumed the adjustment was accepted.
  To summarize, the matter was resolved in June, and the request for compensation made in September was addressed with the adjustment offer.

   

  Thank you.

• Initial Complaint

  Date:08/26/2024

  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.

  I was left without AC for the following days, August 2nd - August 5th, August 9th - August 12th, August 14th, and August 24th - Present Day. I have been ignored by the office management and staff every time I ask for a simple status update. The temperature inside my apartment is never below 78 degrees, not even at night. The temperature inside has hit as high as 93 degrees. I was never provided with an accommodation or an AC unit for the first two weekends I was without AC. I was provided with a unit and they placed it in my bedroom, which this most recent time but it does nothing. In fact, it is 91 inside my apartment at 10pm while this unit is constantly running. Management is aware that I have a 9 month on baby, hence my frustration with their lack of concern. Again, temperatures inside this apartment are in the high 80s into the 90s. I have had to bounce around from multiple houses and a hotel just so my son and I can sleep without over heating.

  

  Business Response

  Date: 09/05/2024

  Hello,

  On Friday, August 2, 2024, we received an email from ***************************** at 6:23 pm expressing concerns about the ** not being looked at yet and potential black mold. We reassured her that **** was addressing the issue amidst 12 other emergencies, with all matters to be resolved by the end of the day. We followed up on August 5, 2024, at 6:28 pm to inform her that **** had checked the **, which was initially off. After turning it on and adjusting the thermostat, the ** was functioning properly.
  
  On August 6, 2024, ******* emailed again, reporting that the thermostat had been set to 68 but had risen to 73 overnight. ****, upon inspection, adjusted the vents, ceiling fans, and airflow to provide better cooling. He decided against replacing the thermostat immediately and continued to monitor the situation.
  
  After ******* placed a work order on August 9, 2024, and did not receive a response, we apologized for the delayed response as I had an emergency. We informed her that **** had followed up on August 12, 2024, and replaced the thermostat. We also mentioned that a third-party contractor would be contacted for a second opinion.
  
  Unity HV** Service confirmed on August 14, 2024, that the ** was working fine, with temperatures reading correctly. Despite further concerns from ******* on August 24, 2024, and August 28, 2024, Unity HV** Service and **** found no issues during subsequent inspections.
  
  In response to ongoing ** issues, we explained to ******* on September 3, 2024, that **** and Unity HV** Service had confirmed the **'s functionality, attributing previous problems to the thermostat being set to ON instead of Auto. It was recommended to set the thermostat to 74 on Auto to optimize ** performance during hot weather conditions. Attached is the result from the inspection of the 3rd party contractor.
  

  We remain committed to addressing any ongoing concerns and ensuring your satisfaction. Please let us know if there is anything further we can do to assist you.
  
  Best, 
  
  

• Initial Complaint

  Date:08/24/2024

  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.

  We signed with ***** at ********* back in May of 2024 for move in on July 12th 2024. On Friday, July 11th at 4:45pm, we get a call from *** telling us the unit is not ready and if we give them the weekend to get it ready, she will apply the promotion for 6 weeks free rent. We agreed over the phone that we would cancel all of our moving plans and take off of work to move on Monday, July 14th. We show up, give her the move in check, and go to the unit. The unit was not clean in the slightest, and we requested multiple maintenance items. We let her know within 20 minutes of getting our keys. She says she will get someone on it immediately, we come back 6 hours later and still nothing done. We come back the next day, still nothing done. This went on until Friday, July 19th when we told her we have to move in on Sunday, July 21st. She promised it would be cleaned and fixed by then. Come Sunday, nothing was done. We spent all Sunday night and half of Monday cleaning the unit ourselves. We decided to let it go and just move on. Come August, there is no promotion for any free rent. We involve the manager, Star, and she was trying to be helpful. She admitted that *** promised us that, but could not do anything since its not on the contract. She offered us a credit of $400. She also looked into the requests to find the unit was never cleaned, ever. We get the regional, ********, involved. She is only accessible via email and takes 24 hours to respond. During this email back and forth, the office sends maintenance into our unit with no warning or even a heads up. We had no idea this was even an idea. My wife comes home to find a stranger in our home. When I told the office this is not ok, the assistant manager, *********, argued with me and saw no problem with this. Once again, I involve ********, and tell her we would like to break our lease. Star told me that after all of this, we could leave with no penalty. I have yet to get it in writing. As of 8/24 this is still ongoing

  

  Business Response

  Date: 09/02/2024

  Hello BBB,

  This issue was resolved with the resident.

  To summarize: Our previous leasing specialist promised concessions due to a delay in move in that she mishandled resulting in the residents to clean the unit themselves after waiting a week to gain occupancy. We have agreed with the residents to accommodate their inconveniences and prorated the rent that caused their delay in move in along with compensated their cleaning bill to overcome their challenges. As for the work order, they had communicated their list of immediate needs, of which, was relayed would be taken care of immediately (IE that day). They were not happy when maintenance came by to address, without having a call first. ********* did try to inform them that it was an honest oversight as the team was under the assumption that their conversation earlier in the day trumped an additional phone call informing them that the team was on their way to complete the work order. The resident and our regional manager have spoken and they are happy with the resolution and mutual agreement that the team provided.

  Thank you.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   Entering someone's home because you feel it's appropriate is not an acceptable answer. An "honest mistake" could've ended much worse than it did. If your assistant manager thinks this is okay, I will be sure to let anyone who asks, know. I have accepted the solution with a significant amount of resistance on the business end, because it was the only way out anytime soon. If you ask me, I should have gotten what was promised to me, since now everyone involved has admitted it. Your employee acted on behalf of your business, and as a business, you should honor it. I am breaking my lease for two reasons; my unit smelled like dog urine while my infant crawled all over the carpet, and because your office feels that it can let anyone in at anytime for any reason. Please keep in mind, not a single soul at this company told me someone could be coming out at any point. Not a "someone would come soon", not a "we will get a work order made", nothing. On top of this, I was misled, as both parties has admitted. I will continue to be unsatisfied as long as I have to give this company money for something that was promised to me. 

  

  Business Response

  Date: 09/09/2024

  Hello,

  Thank you for sharing your additional feedback. We genuinely regret that our new team member did not meet your expectations and that their approach fell short of our standards. We understand that the situation should have been handled with more consideration, including reaching out to you before entering the home. As per our discussions and the agreement finalized on August 29th, the decision to allow you to terminate your lease without penalty, along with the additional concessions provided, was made with your satisfaction in mind. The credits were applied with the understanding that the remaining balance for the period of residency was acknowledged. While we are sincerely sorry for the inconvenience you experienced, we believe that the agreement reached was fair and considerate, given the circumstances. Thank you again for your understanding and for giving us the opportunity to resolve this matter. We do wish you the very best with your new home and new born. I look forward to satisfying your final balance so we may close out your account.

  Thank you.

• Initial Complaint

  Date:08/23/2024

  Type:Billing 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.

  I was the guarantor for an apartment leased by my son at 5 Mockingbird Apartments. He moved out on 5/16/2024. We received the move-out statement and details for the charges included on 5/28/2024. A check dated 6/8/2024 for the total amount due of $150.51 was mailed to the 5 ************************************** The tenant code was written on the check as noted in the instructions for the move-out statement. The check was deposited by 5 Mockingbird on 6/14/2024 and cleared my bank account on 6/17/2024. On 7/28/2024, we received a notice from a collection agency saying we owed a debt of $150.51 to 5 Mockingbird Apartments/Valiant. We disputed this debt with the collection agency. We also sent a message to Valiant Residential on 8/14/2024 and they have not responded yet. In the meantime, we continue to get phone calls to try to collect the amount we already paid. Valiant failed to post our payment to our account and wrongfully turned us over to a collection agency. Valiant needs to notify the collection agency and all credit rating agencies that there is no debt outstanding by us.

  

  Business Response

  Date: 09/04/2024

  Hello,

   

  We sincerely apologize for the oversight. A member of our team inadvertently sent the account to collections despite the balance being paid in full. We have already reached out to Procollect to resolve the issue and ensure the account is removed.
  
  

  Thank you for your patience and understanding.

   

  Customer Answer

  Date: 09/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/22/2024

  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.

  Around the last week of May, 2024, I contacted The Park, & spoke with ******** regarding a short-term, summer lease for my sons summer internship, June 2 - August 24, 2024.She informed me of the application process, & on Friday, May 31, 2024, my ******* signed a three (3) month lease (May 31 - August 30, 2024), and paid the following move-in fees: Application $100.00 Administrative Fee $175.00 Months **** $932.00 Prorate ****, Valet Trash and Pest control for 1 day $59.76 June **** $ ******* Total $3,081.76.Today, Wednesday, August 21, 2024, I called, & spoke with ******** about the lease ending on August 30, 2024, but letting her know well be ready for move-out inspection this weekend, the 24th/25th; but, she said a 60-day notice was due.At 12:08 PM, I called backthis time speaking with ******, the assistant property manager, who said we will be charged for breaking the lease, & will have trouble renting from anywhere after breaking lease, OR they will place me on a month-to-month until the sixty (60) days are up.My issue? I dont understand how Im breaking a lease, or should be on a month-to-month if I explained three (3) months ago I needed (& signed) a three-month lease for housing while my son completed an internship that ends August 24, 2024. Also, on July 24, 2024, 9:10 AM, ****** called my son, asking if we were renewing the lease, and he, too, told her no, we were leaving at the end of August.So not only was the information communicated before a lease was generated (and signed), but also on July 24, 2024.We should not be charged any lease-breaking, and/or month-to-month fees.

  

  Business Response

  Date: 09/04/2024

  Hello,

   

  We have followed up on this matter, and Im pleased to inform you that the resident and I have reached an agreement.

   

  Thank you.

• Initial Complaint

  Date:08/19/2024

  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.

  My security deposit of $570 was not returned. I have been sending emails out to the managers for about a month now and seldom do they reply. They promised to get back with details on my security deposit and never did. Date of 8/19/2024 I opened up the Bilt app that is used to pay rent there (I am no longer living there as of 7/26) and come to the realization that they charge me all of my security deposit for cleaning and damages fees. I left the apartment clean. Much cleaner then they provided it. Before I moved there I didnt have any sinus issues, but as soon as I started living there. My sinuss have been horrible. Thick mucus, plugged sinuss, very dry nostrils let me also mention the mold in the restroom and the humidity in the building. I asked maintenance to remove mold once and I had to do it several other times. If anything, when I got the apartment it was dirty and had filthy room rugs windows with mold and dirt. I am in disbelief of how many times they lied to me when I kept asking for info on my deposit. At first they said there was fees from May When I told them that all of ***************** was paid they proceeded lying to me until they came up with the fees to take my security deposit. Unbelievable tactic that is very known of that these landlord management companies do. Please help.

  

  Business Response

  Date: 08/21/2024

  Hello,
  
  We are very sorry to hear about the issues you've encountered with your security deposit and the condition of your apartment. To assist you further, could you please provide the name of the community complex where you lived? This will help us look into your situation more effectively.
  
  Once we have that information, please also send an email to our **************************** at ********************************* with all relevant details, including your apartment number, move-out date, and any previous correspondence about the deposit. Well work to resolve this matter as quickly as possible.
  
  Thank you for your patience, and we look forward to assisting you.
  
  Best regards,

  Customer Answer

  Date: 08/21/2024

  I have emailed my details. i apologize for the long email, I just wanted to inform you all with what has been going on. I appreciate the response and hope to come to an agreement with you!

   

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into the ****************** in ************* on March 29th, 2024. The first month was fine. No issues, then by May to the present time, it has been a nightmare. I have had sewage backup in my shower multiple times, and documented this each time. They did drain it, but did not SOLVE the reccuring plumbing issue as they should. Then I came back from out of state to find cockroaches in my place and another backed up shower. I received calls from the office a month and half before i went out of state asking if I had seen any bugs or pests. I told them no, and I would I would like to keep it that way. TO make a long story short here, this apartment complex is UNINHABITABLE. I had to vacate my premise on 7/29 due to the infestation of cockroaches and the properties lack of solving the issues I have occurred since living here. I have all the videos and photos to prove that they are not taking measures to make this place habitable. I pay my rent on time, do all the things I am asked by the lease agreement and I cant even get them to provide safe and habitable living conditions. It is just sickening. Feel free to ask me for all my photo and video evidence if needed. I also have a certified letter going in the mail to resolve this issue because this was the only way to make this matter move forward.

  

  Business Response

  Date: 08/22/2024

  Hello,

   

  Thank you for bringing your concerns to our attention. I want to address the issues you've experienced with the apartment's plumbing and pest control.
  
  We encountered several plumbing challenges in the unit, specifically three backups in the bathtub, which were caused by mud rather than sewer issues. Since the third incident, we have not observed any further plumbing problems in this unit.
  
  Regarding the pest control issues, we promptly investigated and discovered that the source of the problem was a neighboring apartment. We have taken immediate action by treating that unit and implementing comprehensive measures to prevent such issues in all apartments within the building.
  
  Please be assured that our team is in constant communication with you to resolve any ongoing concerns. We are committed to ensuring your comfort and satisfaction. For the best assistance, please reach out to our Resident Services Department at [email protected].
  
  Thank you for your patience and understanding.

  
  
  Sincerely,

  Customer Answer

  Date: 08/23/2024

  I am rejecting this response because:   I appreciate you finally responding in a timely manner to my request now that I have had to
  take drastic measures and reach out to the BBB. I have been waiting all month to hear a
  response from you all.
  To address your response, I do not agree with the way things have been handled. I will
  address them below:
  Your response: We encountered several plumbing challenges in the unit, specifically
  three backups in the bathtub, which were caused by mud rather than sewer issues. Since
  the third incident, we have not observed any further plumbing problems in this unit.
  My response: You are accurate that I did have multiple backups in my tub, which were
  caused by mud. Mud is not a normal substance that should be coming through the
  bathtub. I even spoke to 3 aces plumbing when they came, and they had seemed
  concerned with the issue. Due to this happening on three occasions between June and
  July, that is a major problem. I am upset that I had to continuously call and track down
  someone to address the issues every time this happened. I also had to vacate and shower
  other places during these times. You had even stated you would find me somewhere to go,
  but never heard back. I just chose to stay with my family because I didn't have time to wait.
  It was a major inconvenience for me and my dog. The reason there hasn't been any further
  issues at this point is because the shower has not been turned on since 7/29. After the last
  backup happened.
  Your response: Regarding the pest control issues, we promptly investigated and
  discovered that the source of the problem was a neighboring apartment. We have taken
  immediate action by treating that unit and implementing comprehensive measures to
  prevent such issues in all apartments within the building.
  My response: Shelby in the office called me over a month before I noticed cockroaches in
  my apartment asking me twice if I had seen anything. I told her no, and I would like to keep
  it that way? My question to you is, why didn't you treat the building knowing that there were
  cockroaches neighboring my apartment? Especially when you only spray the kitchen and
  bathroom? I know this because once I did address it with the office in person, Shelby said
  they would bomb my apartment. The notice states that it will be an Actisol treatment. I
  have video recording of Swift Pest Control coming into my apartment and not doing an
  Actisol treatment as stated. He was in and out of my apartment in 2 minutes. He only
  sprayed the kitchen and bathroom. Is that considered comprehensive treatment? There
  was no direct communication on the treatment provided from you or the pest company. I
  tried to call multiple times to you both to confirm the treatment and no response was
  given. I had to vacate the premises due to my puppy trying to eat cockroaches off the floor
  in the middle of the day. They were in my living room, kitchen, dining, bathroom, bedroom,
  heater closet, laundry room and bedroom closet. How do you consider that a
  comprehensive measure to rid the apartment of roaches? On 8/19, Swift Pest control
  came out and did an actual Actisol treatment. Why was it only that one day? My notice
  received from you stated that I was mandated to be getting an Actisol treatment on
  7/22,8/5 and 8/19. I was lied too on the measures taken to control the cockroach
  infestation. When this happened, I called and got no one to answer the phone as usual,
  went in person, to talk to Dee because I was severely upset that this matter was not
  handled appropriately, and she was not available. I was promised a phone call with Dee by
  Ariane the assistance manager on August 8th at 5:30pm since I could not see her in the
  office during working hours. I never received that call as promised. I even tried to call
  around 5:45pm and no one answered as usual.
  I have emailed corporate, [email protected], the website email and even
  complained in a maintenance request for Dee not responding to me as I requested
  multiple times. I never received a response until Saturday August 17th from Dee via
  voicemail. She stated that she talked to Shelby and was catching up on administrative
  work. This was 3 weeks later since I started reaching out. That is unacceptable.
  I was forced to send a certified letter that I am vacating the premise due to Uninhabitable
  conditions. It was noted that you received this request on 8/19/2024. I need to know that
  after receiving my constructive eviction, you agree to the terms, and I will be gone on
  8/31/2024 and I will not be responsible for any rent and receive my security deposit back.
  Please respond accordingly.
  Thank you,
  Sheree

  Customer Answer

  Date: 09/01/2024

  I just wanted to let you know that I went to the office yesterday to turn in my keys to my apartment. They basically threatened me to change my review. Totally unprofessional and lack of accountability. I do hope you will post my complaint for everyone to see because I know they will no longer respond on here based on what happened yesterday. Please share my complaint so other people can make sure to stay away from this complex. 

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service 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.

  Our apartment complex was supposed to send our security deposit to us by mail to our forwarding address that was provided to them after we moved out in May of 2024. A former employee of theirs, sent it out to the incorrect address, and when it was returned to them, we received a voicemail from their office saying to come pick up the check because it was returned. After driving 35 minutes 1 way to get the check, they were closed early for a planned issue, that was not relayed to us in the voicemail. After contacting them and informing them of this issue, we asked them to resend it by mail since they were the ones who mailed it to the incorrect location. We were told they would check with the property manager, who never called us or emailed us backing to inform us if they were going to send it out. We called again, and were told, the check is still here you can come pick it up. After informing them we were not going to drive a round trip of an hour out of our way for something they did incorrectly, we were told they would send it out again, which is past the 60 days they have by Florida Law that they need to send us the security deposit. When trying to call them now, they either dont answer where I have left them several voicemails with no response, or they say they will check with the property manager and call back, which they do not do either.

• Initial Complaint

  Date:08/06/2024

  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.

  I placed a work order on 7/18/24 for the air conditioner in my apartment unit. I received a phone call on 7/22/24 stating the ** tech was there needing to get into my apartment. I told them I was at work and was not able to let them in. The person on the phone said they should have a copy of my key to let them in. I came home that evening, and the ** was not fixed. No explanation as to why. It is now 7/26/24, and the ** is still not fixed. I have called twice a day since then. They rarely answer the phone during business hours. I have left voicemails, but no one returns my call with an explanation or solution to this problem. I visited the office, and all the assistant did was write a note down in a notebook to give to maintenance. No sign of the office manager. The temperature outside is currently in the 100s, and it is 86 in my apartment. That is extremely hazardous. And, the not answering the phone during business hours, or returning calls to tenants, is discourteous and unprofessional. All I need is for someone to fix my air conditioner as stated in the leasing contract.*Side note: This is about the 4th time I've had an issue with my heating/air since moving in about 1.5 years ago and experienced the same run around each time.*

  

  Business Response

  Date: 08/15/2024

  Hello,

   

  We wanted to let you know that weve ordered a new condenser, which is expected to arrive by this Friday. In the meantime, we've set up a portable unit for your comfort. We appreciate your patience and will have this issue resolved as quickly as possible.

  
  Best regards,

  Customer Answer

  Date: 10/17/2024

  I am at resident at the ******************************. My A/C unit has not been functional since 20th of July, 2024. In the State of ********, having your apartment A/C out in the Summer is considered an emergency repair. I have contacted my apartment management almost daily by either filing repair orders or contacting them in-person, and yet, they have not made any efforts to repair the A/C unit. It's tough to live inside an apartment when the temperature outside is ****** degrees Fahrenheit. Therefore, I am contacting BBB for assistance in resolving this matter since I have exhausted all my options at this point.

  
  Repair; Finish the job
  

  Customer Answer

  Date: 10/17/2024

  The main door of my apartment has a broken k*** and a lock (refer attached pictures for proof). According to the lease agreement that I signed with ***** ****, this kind of damage requires immediate attention and is a safety issue (refer to attached picture for proof of agreement). I filed a written complaint on 24 September 2024 and it has been 3 days since that date and my lock and door k*** remain unfixed. I have attached the proof of a written order request per the lease agreement, refer to the attached picture. This is a safety violation and right now my apartment is susceptible to getting broken into since the door k*** is coming out and practically not even part of the door itself as you can see from one of the attached pictures. But, the apartment management seems least concerned for the safety of it's residents. I am an immediate need of assistance. I have exhausted all resources and am reaching out BBB as a last resort.

  
  Repair

  

  Business Response

  Date: 10/22/2024

  Hello BBB,

  The HVAC was fully replaced in mid August of this year and the resident has recently decided to renew her lease for a 12-month term.

  Thank you.