Complaints

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

close

Find a Location

Capilano Properties LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Capilano Properties LLC

  5055 N 32nd St Ste 200 Ste 200 Phoenix, AZ 85018-1401

• 

  Capilano Properties LLC

  2055 E Hampton Avenue Mesa, AZ 85204

• 

  Capilano Properties LLC

  17249 N 7th St Phoenix, AZ 85022

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:07/18/2025

  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 complaint against Capilano Properties, managing Central on Broadway in ****, **, for an unfair charge and potential retaliation. On June 30, 2025, they issued Invoice #***, charging me $262.50 for correspondence with their lawyer, to be added to my August 2025 rent. This charge relates to my objection to their drug-free policy enforcement. I have an active medical marijuana card but stopped using cannabis after their threats and discarded all related items, including personal belongings, to ********* lease allows attorney fees for breaches, but I have not breached any terms. I emailed them on June 30, 2025, citing the Arizona Residential Landlord and Tenant Act, requesting justification, but they did not respond and insist on the fee. The lease permits fees for eviction notices or violations (e.g., $50 for a 5-day notice, $10/day late), but not for lawyer correspondence. I believe this $262.50 charge is unauthorized, excessive, and possibly retaliatory.Other tenants use cannabis without issue, suggesting selective enforcement. I fear eviction over this unpaid amount. Given Capilano Properties management of multiple complexes, I suspect this may affect other tenants at Central on ******** or beyond.

• Initial Complaint

  Date:05/13/2025

  Type:Product 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 filling a complaint because I have been neglected in getting a resolution for my deposit refund. I received a refund but the check had not only my name on it but my co-signers name on. I am unable to deposit the check because there are two names on it. I have reached out to Capilano property management several times. I was told that there would be a ticket submitted to there accounting department the first time I called to have the co-signers name removed. I then called back the next day to get the status of that effort. To my surprise there was no ticket submitted. So I requested that should happen and if my co-signer needs to sign off then he will happily do it. They told me okay we sent an email. No email was sent. I called again and no answer so I requested a call back. Did not receive the call back. I then called again and was able to speak to a representative. The representative said the ticket was submitted and they will remove the co-signers name and mail out the check. This have been a two week back and fourth. I still dont have the refund check. Throughout the last week I have left multiple voicemails and have requested several call backs. They have now neglected me and are not calling me back when I simply want a status and verification if my check has been sent. This is a very un-professional agency that needs to be held accountable. I would like to seek a resolution so I am reaching out to the BBB.

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising 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.

  Charging for fees without any damage not giving me my full refund of $800.00 ***** at ********* is very rude threaten to hang up on me cause i was asking abouy money owed she had a very bad attitude and she in the accounting **** but cant give reasons why i was getting charged rude a** b**** hey sweetheart if you dont like ur job get a new one

• Initial Complaint

  Date:09/23/2024

  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.

  My identity was stolen and this property approved a lease to someone who was not me. I have been looking for a place and found out there was an eviction on my name. I dig into all the information to find out who put eviction on my name for a place. I did not approve or live at. When I contacted the place. They said we dont care who name or who signed it, they put the eviction on the name on the paperwork. That tells me they approve Fraudulent activities and identity theft.

• Initial Complaint

  Date:08/15/2024

  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.

  purposely depositing money orders late then collecting late fee's on the days they don't deposits rent and scare their tenants with eviction. Also They never communicate with you about the late fee's or the intent wo evict the tenant promptly. For example, Why would you send an eviction notice through mail and not leave a copy on my door first? By the time I got the notice it was delivered to me 4 days the date they mailed it and a weeks worth of fee's were added to the rent and no one told me about this sooner.

• Initial Complaint

  Date:08/10/2024

  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.

  Pertaining to their property ************************ they neglect and abuse their residents. Most residents have pest or appliances (water heater, ac, refrigerator) and other issues that need attention while the office employees ignore their pleads for help. Unless you call multiple times and stop by the office nothing gets done. They double charge for utilities like electricity. Theres many other fees they tact onto the rent without disclosing what they are. The new update is they are trying to charge for covered and uncovered parking per vehicle ! They want 20$ for covered which they dont ensure is close to your unit. And additional $10 for any other vehicles parking in uncovered. They have maintenance men who sell drugs as theyre working through their duties. Residents blocking drive paths, driving through the sidewalks in between units. Kids have died getting hit by vehicles near this complex. Been at this complex since 2021 and each year and more and more issue and new fees .

• Initial Complaint

  Date:07/22/2024

  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.

  We resided at Sonoran Flats North from January 20, 2022, until we terminated our lease early on November 21, 2022, due to persistent safety concerns, including attempted break-ins, and numerous maintenance issues, such as ***** infestations. Although our lease was originally set to end on April 19, 2023, we decided to vacate due to these ongoing problems.Upon vacating, we received written confirmation that our lease break fee and final move-out statement were fully satisfied. Despite this, we were subsequently sent to collections by the apartment complex, which claimed we had not provided the necessary funds. We promptly provided proof of payment, which resolved the issue at that time.However, we have now received another notice indicating that we owe additional funds. This issue appears to be recurrent, as evidenced by the attached screenshots of reviews. We seek assistance in resolving this matter and bringing attention to the unfair practices of this apartment complex, which has caused significant stress for us and many other tenants.

• Initial Complaint

  Date:07/15/2024

  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.

  On June 3rd, 2024, I paid Sonoran Flats $1625.16 to break my lease early on top of what I paid on September 25th, 2023, for a fully refundable security deposit of $1615.50. On May 31st, 2024, I was charged $203.48, when I asked both the leasing and accounting office, I was told it was rent through the 3rd of June. When I first received my apartment in September 2023, the apartment was not cleaned and had a lot of maintenance issues that were brought up to the attention of the leasing office nothing was done about it. During the process of breaking my lease, I had professional cleaners come to clean the apartment and carpet to which I have both receipts. After speaking with the accounting office lead ****, he had told me that I was receiving a full refund of the $1625.16, I was surprised and asked him if that was correct to which he responded with "I know this typically does not happen". Early July 2024, I received the refund check and to my surprise it was not a full refund it was for $1366.64. I was charged for $120-cleaning, $25- hardware, $120.91- utilities through the 3rd, $133.39- rent through the 3rd. I emailed the accounting office on July 5th, no response so I emailed again on July 10th, again no response and emailed again today on July 15th to which *********************** responded and was not professional. He said, "The charges are self-explanatory, what you want is for me to just accept what you are saying and give you what you want which I am not going to do" which is one of the many responses that were not professional. He admitted that he will no longer be responding to my emails regarding this manner, and I had asked him for detailed list of the charges. I also explained to him that if he would have explained the charges to me instead of getting defensive, I would have understood, however, he continued to be unprofessional and unresponsive. I have asked for a manager countless time from both the leasing and accounting office and my problems are still ongoing.

• Initial Complaint

  Date:07/13/2024

  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 have moved in to my unit 6/22 with 22 maintenance issues I reported to the office. Most of the maintenance issues have not been resolved still even though I have called and reported them, the office just closed the work orders and nothing was really done. Also, the office let a 3rd party contact in in my unit (without my permission) and they damaged my property and the office didnt do anything to fix or do anything about it.

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising 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.

  In late March our ceiling gave way to the rainwater due to a disconnected drain pipe on on the roof. This pipe had been broken by maintenance while doing routine cleaning according to **** the maintainance supervisor. It destroyed $4,000 dollars of electronics, furniture and other personal property while also displacing me, my partner and our two cockatiels from our home. In the coming weeks we spent somewhere between $1,000-$1500 on hotels, vet bills and had around $800 of lost wages as we were left to buy supplies to catch water, take time off work to let contractors in and out and get supplies to manage situations caused by the flooding. I pay $1550 a month to live in a place that does not do the bare minimum by supporting tenants. They randomly turn off the water in the building with no warning, the pool is inaccesable despite having 3 or 4 different doors, the office staff and maintenance staff don't communicate so good luck with any maintenance requests or updates. They extort people by asking them to take down bad reviews to receive money off rent or gice gift cards to leave good ones to people who do and don't live here.