Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  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.

  I rented a townhouse from Boyd Wilson between July and November of 2023. I terminated the lease via the terms of the lease in November 2023. Since then Boyd Wilson has communicated with me via their automated systems several times as though I am still their tenant. Despite numerous attempts to communicate with Boyd Wilson staff to correct their records, they have not responded and have continued to send me notices. The latest notice is about an upcoming expiration of my renters insurance. Their message threatens me with a fine if I do not renew my policy. I am not their tenant now for almost 2 years and the policy in question has long been cancelled. I am seeking relief from their communications and requesting full deletion of my record with them and any of their vendors or subsidiaries, including all contact information stored.

  Business Response

  Date: 07/09/2025

  Thank you for your communication, Mr. ************ We will ensure that your contact information is removed from all of our messaging services.  We apologize for any inconvenience this may have caused you.  We will address your concerns immediately.  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 1st, mouse was found in our townhome, I caught and removed. Investigation revealed more activity through mouse droppings. We reported the issue to Boyd Wilson property management, but the only certified person to handle such issues was on vacation. My wife contacted corporate, exterminator was triple booked and couldn't come until November 4th. *****, the maintenance tech, set up bait stations but was limited by policy. We confirmed that neighbors had also experienced mice issues recently. During this time, we were moving boxes to our new home and inadvertently transported a few mice. I set snap traps in the new garage and caught two mice. Our dog got sick after eating food contaminated by the mice. By November 12th, Boyd Wilson removed the bait stations, thinking the issue was resolved. However, the problem escalated, and by November 18th, we saw more mice running around living room and droppings, forcing us to leave the townhome. This severely delayed our moving plans and caused severe anxiety. We had to discard several items contaminated by mouse droppings and be extra vigilant in packing and cleaning. Despite our efforts to work with **** ***** Commons and Boyd Wilson, we received no response from their leadership. Their only offer was to have their exterminator, *** from Keystone Pest, review our new home, which was too late as we had already moved out. ***** initial visit was brief and unhelpful. Boyd Wilson's lack of communication, empathy, and customer service is concerning. We have requested minimal compensation for our losses, including $90 for groceries, a $110 air mattress, a $500 refund for the last 11 days we didn't stay at the townhome. ******, declined all requests except for ***** visit to our new home. We need this situation rectified with the requested compensation. The leadership team has been conspicuously absent, providing no communication, resolution, or meaningful engagement despite repeated attempts to discuss this critical issue.

  Business Response

  Date: 03/06/2025

  The Maintenance Team at this Community where Mr. ******* resided set baited traps in the home in a response to the workorder submitted by the resident.  After several days of checking the traps, we found  no activity at the traps or bait,  so they were removed.  The resident sent a second work order citing mouse activity.  A licensed exterminator was sent to the home to bait for mice and also setup traps.  We received no complaints from any neighboring residents regarding mice.  The exterminator that was hired did not see any activity on the bait or in the traps.  The resident never sent the management team any photographic evidence of mice or mouse droppings. 
  
   
  
  When Mr. ******* moved from the home in our Community, we agreed that we would dispose of any soft surface furniture that they wanted to leave behind and not move to their new residence and we would waive the carpet cleaning expense that would normally be their responsibility.  We also agreed to send the licensed exterminator to their new home to address any issues that they may have regarding any mice and that Boyd Wilson would cover any expense related to the extermination visit.  The exterminator informed us that it would not  be a normal occurrence for mice to travel in moving boxes from one location to another.  There was no evidence that this occurred. 
  
   
  
  The management team has communicated with Mr. ******* and responded in a timely manner to all of his requests for service and the services of professional exterminators.  There was no evidence provided of any infestation.  We did sincerely communicate with Mr. ******* and respectfully responded to all of his social media posts regarding this manner.  We apologized for any inconvenience that this incident had caused and determined that we had performed professionally and empathetically. 
  

  Customer Answer

  Date: 03/16/2025

  I have attached a zip file of photo evidence. Those photos are after the exterminator put bait stations in the home. We could no longer live there because it was infested with mice running around during the day. 
  
  **** ***** are blatant liars. They do not respond in a timely manner as you have experience and they do not care about their renters. We were notified by a neighbor two houses down that they had mice in their basement and that was a month before we starting having a problem. **** ***** has failed to keep their renters safe and our dog got sick from it. This issue is not resolved whatsoever. Of course their licensed exterminator did not see anything because he does not want to lose his contract with them and any future business with them. **** ***** is lying about having no complaints and you can see from the photos that the mice tore through the bait bags in the stations. It would have been great to get some response or communication from the boyd wilson leadership team but they have still not responded to us in FOUR months. We shared evidence and photos.
  
  Our new home had three mice that were transported which I caught with traps and disposed of.
  
  Again, **** ***** has not communicated in a timely manner.

  Business Response

  Date: 04/01/2025

  Thank you for your communication.  We received no work orders or complaints from neighboring apartments regarding issues with mice.  We followed our protocol by hiring a licensed exterminator to remedy any pest issues.  The exterminator found no activity in traps or at bait stations.  We did send the exterminator to the complainants new residence and no mouse activity was found by them.  **** ***** Commons paid for this service to the resident.  

• Initial Complaint

  Date:02/06/2024

  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.

  A few months ago, we were sent a generic "Lease Violation" email, presuming we were smoking in our apartment based on a complaint by a neighbor we have historically had issues with. There was no phone call, no home inspection, nor an opportunity to contest this false claim. We filed a complaint with the corporate office after receiving no response to the email we sent to the property manager. At that point, the corporate office had the property manager call me, and she apologized for the misunderstanding. She stated she got one general complaint and "had to send the lease violation email to check (her) boxes regarding a resident complaint." I offered to have them complete a home inspection or whatever else was necessary as I was appalled by the accusation and could easily prove otherwise. We were reassured this would not be an issue, and if another complaint was made, we would be informed directly and given some variety of opportunity for our voice to be heard as well. We were even offered to have them waive a fee for us to transfer our lease to a new unit, recognizing the age difference between us and our neighbors seemed to be posing part of the issue. Since then, no contact has been made to us. We were out of the country for two weeks, returned two days ago, and got a note left on our door to vacate by 4/5/24 with no specified reason other than "exercising a right from the lease". This issue is not me. I just suffered a miscarriage in the midst of this, and have actual medical proof of having a healthy pregnancy prior in which I was not smoking. I cannot believe the level of unprofessionalism and lack of consideration from *************************************. At this point, I have no desire to live here. Our only request is that we are able to stay until the lease actually ends, 6/29/24, and that this is removed from our record as an eviction. Otherwise, we will be filing a formal defamation of character law suit. I'd like to be contacted via phone call ASAP at ************.

  Business Response

  Date: 03/13/2024

  Hello.  The management team received a complaint from a resident of a strong smell of marijuana smoke was coming from the attached neighboring apartment, #***.  As the apartment directly adjacent to #*** was vacant, the smell was clearly coming from ***. The lease terms for this community state the there is no smoking in the dwelling and only allowed 10 feet away from the building at any time.  A notice was sent to the complainant stating that smoking in the apartment is a lease violation.  The resident did not respond.  The management staff entered the directly adjacent vacant apartment with a rental prospect and noted a strong smell of smoke.  The resident that had made the original complaint again reported a strong smell of marijuana coming from #***.  The management team noted that there were windows open in the complainant's apartment on January 31,2024, and an ashtray on the patio.  As smoking in the apartment is a breach of the terms of the lease, a 60 day notice to vacate the apartment was sent to the complainant's address.  The lease does allow the landlord to break the lease by providing proper 60 day notice to end the lease.  This was done in accordance to the terms of the lease. 

• Initial Complaint

  Date:11/22/2022

  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.

  Friday 10/21/2022 Made arrangement with local ********** insurance agent to change renters insurance for address located at ***************, **************Lititz, PA ********. ********** representative solicited my signature on letters canceling the previous policy, so the new policy could take effect. Dates of cancellation and new renters insurance policy are 10/21/2022, so there was no lapse coverage as employee *************************** claims. Monday 10/24/2022 Receive notification that a $25 fee had been charged to our account due to not having renters insurance coverage which is a completely false allegation. ************************* refused to remove the charge even after explanation, see file ******** *************** Management Communication.PDF. Here is a list of supporting documentation:******** Renters Coverage **************************** ******.pdf ******** ********** Cancellation Requests.pdf ******** ********** Coverage Documents Request.pdf ******** ********** Renters Insurance.pdf ******** *************** Management Communication.pdf ******** ********** Communication.pdf ******** ************************* Charge.pdf ******** Payment of ************************ Charge.pdf Request that a refund check be issued to us (**** and ***********************) by Boyd Wilson/*************** for $26.25 which is the original unauthorized charge of $25, plus a later $1.25 late fee for our refusing to pay the initial illegally assessed fee. Notation on the refund check must state Refund for unauthorized charges. Additional Info:Boyd Wilson Employee: ************************* *************** *************** Owner:Boyd Wilson ************************************************************ Phone: ************** or **************** Fax: **************

  Business Response

  Date: 12/09/2022

  Thank you for your communication.  We apologize for any confusion that *** have resulted from our correspondence.  We will issue *********************** a refund of $26.25.

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************