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:09/30/2025

  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.

  On September 17, 2025, I was charged a $20 Luxer One renewal fee. My lease does not indicate a fee for package delivery services. The leasing office told me Luxer will refund and not charge that fee since I am not renewing my lease and am only going to be at the apartment for another 3 months. My next apartment complex does not charge a Luxer fee so it would be free but that lease does not start until late December. I reached out to Luxer and they refused to refund the fee and told me to speak with my property manager, who said Luxer usually responds well in these situations. Yesterday, my Luxer app switched to my new property that I don't even move into until December. I can no longer receive packages or package notifications at my current apartment and am paying $20 for a year worth of package delivery and notifications for 3 months of service that I won't even receive since the app switched me to my new apartment. I am therefore paying $20 for nothing, other than the hassle of emailing Luxer's awful AI customer service representatives, who apologized for the delivery error when I was not even emailing about a package delivery error. I want a full refund, an apology, and a notice sent to Luxer users that if they move, they will be charged a fee even if they don't use the service for a full year.

  Business Response

  Date: 10/06/2025

  ***** *****, 

  We appreciate the opportunity to clarify and apologize for any confusion surrounding your Luxer One account and annual registration fee.

  Account & Property Transition
  When you registered with your new property, their leasing office marked you as a current resident in their system. Because Luxer One integrates directly with property management platforms, this automatically added the new property to your account. This is why your app showed the new location, even though your move-in date has not yet occurred. In these situations, there is a drop-down menu in both the Luxer One resident portal and the app that allows you to toggle between properties if you are associated with more than one.

  Annual Registration Fee
  The annual registration fee is determined and set by the property. Luxer One simply collects this fee on their behalf. Residents receive an invoice notification prior to the charge being applied. If a residents lease ends within 90 days of a renewal charge, our policy is to credit or refund the fee upon account closure, once you are no longer an active resident. This ensures fair usage of the system for the period you remain eligible.

  Resolution
  On September 30, 2025, after you reached out to our support team, this fee was already refunded in full and the process was explained to you at that time. We sincerely apologize if this was not made clear during your initial conversations with our support representatives, and we regret any frustration caused by automated responses that did not address your specific concern.

  Commitment to Clear Communication
  We acknowledge your feedback regarding user awareness of renewal fees during moves. While the fee is set by the property, we will continue working closely with our partners to ensure residents are clearly informed about how annual fees are applied and what policies exist regarding refunds when leases do not extend the full year.

  Closing Note
  We are sorry for the inconvenience this situation caused you. Your refund has already been issued, and your feedback will help us improve communication for all Luxer One users.

• Initial Complaint

  Date:09/25/2025

  Type:Delivery 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.

  Luxer box doesn't provide proper investigations for missing packages. My package was delivered and Luxer Box refused to locate my package worth $50.00

  Business Response

  Date: 10/01/2025

  Dear Ms. ********************* you for bringing your concerns to our attention. We understand how important it is for residents to receive their packages securely, and we are truly sorry for the frustration you experienced regarding your recent delivery.

  Upon receiving your inquiry on September 25, 2025, our support team immediately submitted a ticket to our video research department to review the delivery footage. The investigation revealed that SpeedX, the carrier responsible for this delivery, placed the package into an incorrect locker. Unfortunately, this locker had been left open by another resident after retrieving their own package.

  On September 26, 2025, we communicated these findings to you and also contacted your property management staff to assist with retrieving the package and ensuring it could be properly redelivered. While Luxer One does not physically handle or redirect packages, our role is to provide accurate tracking and support to both residents and property staff in situations like this.

  We recognize the inconvenience this caused you, especially given the value of your package. We remain committed to working with property management and the carrier to help ensure a resolution. Additionally, we have provided feedback to the carrier regarding the misdelivery so they may take corrective steps to prevent similar issues in the future.

  At Luxer One, we take all reports of missing or misdelivered packages seriously and will continue to refine our processes to better serve our residents. We sincerely regret the impact this situation had on your experience and appreciate your patience as we worked through the investigation.

• Initial Complaint

  Date:09/20/2025

  Type:Delivery 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 received a package I had ordered on Tuesday 8/9/2025 at 10:21am . When I went to retrieve it that same day at 6pm the entire locker units were broken. I couldnt put in a number or scan code to pickup my order. I submitted a ticket to my apartment complex that it was broken. I went back on Wednesday to try again and it was still broken. I reached out to luxer support and they said I needed to go to my apartment management to manually open it. I tried again on Thursday, it was still broken. Friday I went in to management when it was still broken broken and they informed me that they couldnt manually open it and submitted a ticket with luxer one. Today I went to try again and my package wasnt there. They shipped it back to sender because I didnt pick it up. I couldnt pick it up. I tried several times and reached out for help. Also in their email it doesnt specifically say 2 days it just says 2, to pick up. Regardless now Im out the shipping I paid and if i want a replacement I need to pay shipping again and possible import fees now as well. Also my package wasnt a limited preorder so it might not even be available. Luxer one is doing nothing to correct the situation. I shouldnt be punished and also out money for something that was broken and their fault.

  Business Response

  Date: 09/25/2025

  Hi ******,

  Thank you for reaching out and sharing your experience. We truly understand how upsetting and inconvenient it can be to miss a package, especially when you've made multiple attempts to retrieve it on time. Please know that your frustration is valid, and we genuinely regret that this situation didnt go as expected.

  Understanding Luxer Ones Role
  Luxer One is the technology provider behind the locker system at your property. While we design, build, and support these systems, the day-to-day management (including physical access and system oversight) is handled directly by the property team. Luxer One does not employ on-site staff, handle packages, or manage individual deliveries.

  That said, we are deeply committed to helping our property partners deliver a smooth, reliable experience to residents like you.

  What Happened in This Case
  As soon as you contacted our support team, we escalated the issue to your property management team. ******************* is the only team with physical access to open lockers.

  Our team also followed up with the property directly multiple times to ensure they were aware and able to assist.

  Unfortunately, the package was ultimately returned to the sender after the carrier's standard hold time expired. We know thats disappointing and not the outcome anyone wanted.

  A Note on Responsibility
  Per our Terms of Service, Luxer One is not a delivery company or package handler. While we provide the technology for package management, the responsibility for package handling, delivery issues, and returns lies with the property's on-site team and carriers who are delivering.

  Next Steps
  We recommend contacting the retailer or carrier directly, they may offer replacement options or help you initiate a claim for reimbursement.

  Please know that your experience matters to us. Luxer One is continuously working with property teams to improve training, response times, and resident support. Were here to ensure they have the tools they need to serve you better.

• Initial Complaint

  Date:09/03/2025

  Type:Delivery 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.

  While I've had plenty of trouble in the past with Luxer One charging me for supposedly not picking up my packages from the secure package room in the allotted three days (never once true), this complaint goes beyond any of their past failings. I had a package delivered on August 5th to their secure package room by ***. They have a proof of delivery photo and property management confirmed that the room's security footage shows proof of that delivery. I never received notification from Luxer One that the package was delivered. When I went down to look for it, it had already been stolen. I contacted the local police who informed me that this was a regular occurrence in our building and advised me to no longer have packages shipped to my place of residence at all. I've since heard from multiple neighbors who have experienced the same issue. It's apparently a rampant theft problem and Luxer One has never taken accountability. They have two security cameras in the room and claim that the footage from that day has expired. They are quick to charge you fees for not picking up packages quickly enough while refusing to actually provide any sort of protection for your items, which is entirely it's purpose. I would have been better off had the package been dropped by the curb because to other entity will take responsibility for the loss of items because it was delivered to the Luxer One secure package room. People in my building have had large and expensive items stolen with no help. I myself am lucky to just be out $137 but there us no resolution abd no end to theft. Luxer One is only a collector of fees, not a provider of security.

  Business Response

  Date: 09/24/2025

  Hello *** *****,

  Were truly sorry for the frustration and the loss you experienced with your August 5 package. Package security and a smooth pickup experience are priorities for us, and we regret that this fell short.
  
  To clarify, Luxer One does not set or decide resident late fees. Those policiesincluding any charges for packages not retrieved within the propertys pickup window are determined by the buildings management. Our system simply enforces the propertys rules so theres fair, timely access to the package room for all residents.
  
  Delivery notifications are triggered when a carrier or authorized staff properly checks a package into the Luxer system. If a package is placed in the room but not correctly checked in, the notification may not sendwhich sounds consistent with your report. Were sorry for that breakdown, and were actively working with carriers and property teams to improve compliance and accuracy at your location.
  
  We understand the importance of video when a loss occurs. For resident privacy and building security, we can only release footage directly to the property manager or law enforcementnot to individual residents. Additionally, because we support a large network of locations, video is retained for a defined period and may not be available after that window expires. We recognize how frustrating that is when youre seeking answers.
  
  If you or your property manager can share the *** tracking number, delivery timestamp, and your building/unit details, we can more accurately look into:
  review system logs from August 5 for any check-in anomalies, and coordinate with the property manager on any available evidence or next steps with carriers.

  If youve filed a police report (as advised), we will also support law enforcement directly upon request.

  Were sorry for your experience and the impact on your confidence in the package room. We are continuing to invest in carrier training and property partnerships to help prevent recurrence. Please have your property manager contact us at ******************************** referencing your BBB complaint Case Number so we can collaborate on a thorough review.

  Sincerely,
  Luxer One

• Initial Complaint

  Date:03/13/2025

  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 were charged $20 for late pick-up of a package at the beginning of February, at a rate of $10/day.Luxer One is saying that they cannot waive the fees, because they are set by the apartment complex. The apartment complex is saying that the fees are collected and kept by Luxer One.Either way, we are being charged far in excess of reasonable damages for late pickup.

  Business Response

  Date: 03/25/2025

  Hello,

  
  Thank you for sharing your concerns regarding Luxer One's billing structure. We sincerely apologize for any frustration or inconvenience you've experienced. Our billing plans are specifically designed to encourage timely pick-up of packages, particularly at locations that receive high volumes. This approach helps reduce package dwell times, ensuring lockers remain accessible and secure for all residents. While Luxer One provides this fee structure as an option to properties, the decision to participate is determined by individual property management.

  
  As your property has chosen to enroll in this specific billing program, it is integrated into your property's leasing agreement. Unfortunately, this means we're unable to exempt individual users from the fee structure.

  We appreciate your understanding and hope this context clarifies the rationale behind these charges. Please don't hesitate to reach out if you have any additional questions.

  
  Warm regards,

  
  Luxer One

  Customer Answer

  Date: 03/26/2025

  I am rejecting this response because:

  Luxer One and the apartment complex continue to point the finger at one-another. Per my original complaint: the apartment complex is saying that the fees are collected and kept by Luxer One.

  Since Luxer One has charged my credit card, they will have to be the one to reverse the charge. If they need to coordinate with property management to validate the reversal, they may do so. However, ultimately Luxer One has charged my card so they will receive the chargeback.

  It is outrageous that Luxer One offer to charge a $10/day fee regardless.

  Business Response

  Date: 04/15/2025

  Hello, 

  Thank you for reaching out. We're sorry to hear you're still dissatisfied regarding the package fees incurred.

  To clarify, the property where your package was delivered has a policy in place that allows residents ************************************ the locker system. After that period, a fee of $10 per day is applied. In this case, your package remained in the system for 4 days, resulting in a $20 charge for the two days beyond the complimentary window.

  
  While Luxer One facilitates these charges, they are configured and managed by the property itself. The decision to implement time-based fees is made at the property level, and we apply them accordingly on their behalf.
  

  If youd prefer not to use the Luxer One system moving forward, we can opt you out entirely. Please note, however, that you will need to coordinate an alternative method for receiving packages with your property management team.
  

  Were here to help and want to ensure you have the best experience possibleplease dont hesitate to reach out if you'd like assistance with next steps.

  Thank you, 

  Luxer One

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:

  Since Luxer One has charged my credit card, they will have to reverse the charge. If they need to coordinate with property management to validate the reversal, they may do so. However, ultimately Luxer One has charged my card so they will receive the chargeback.

  Given that the penalty amounts are being forwarded to the apartment complex, Luxer One is likely collecting these fees in violation of California tenancy laws. The agreement with Luxer One is a contract of adhesion, where the penalties were not mentioned until after move-in. There is no reasonable alternative.

• Initial Complaint

  Date:01/21/2025

  Type:Delivery 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.

  Over the past 4 months, I have had great difficulty finding the packages addressed to me in the Luxer One mailroom. The organization is awful on all four axes of spacetime. I've gotten a single package notification with email text saying I have one package waiting for me in the mailroom when actually there's more than one package (three packages) in that room with my name and address on it, spread across multiple of the mailroom shelves. Additionally, on three separate occasions I've received a notification from Luxer One that there is a parcel waiting for me in the mailroom, but I am unable to find the parcel and I leave the mailroom frustrated and lacking a package I paid to have mailed to my address.

  Business Response

  Date: 02/03/2025

  Hello!

  Thank you for reaching out and sharing your concerns regarding your experience with the Luxer One mailroom system. We understand how frustrating it can be to have difficulty locating your packages, and we appreciate the opportunity to address your concerns.
  
  To clarify, Luxer One was responsible for designing and building the mailroom at the request of your property, based on their specifications. While we do manage the system that sends notifications regarding deliveries, the accuracy of these notifications depends on the carriers properly scanning and logging each package. Our process is designed to ensure that every package is scanned individually, an image of the shipping label is captured, and the package is placed in the designated areaproviding residents with an accurate notification of their deliveries.
  
  From your description, it appears that this process may not be consistently followed at your location. We want to help improve this experience for you and other residents. We can have an account manager reach out to your property to explore possible solutions, which may include additional training for delivery personnel, improved signage, or even a redesign of the package room layout to enhance organization and accessibility.
  
  We appreciate your patience and your detailed feedback, as it allows us to work toward a better system for everyone. Please let us know if you would like us to proceed with coordinating a discussion with your property management team.

  
  

  Customer Answer

  Date: 02/03/2025

  I am rejecting this response because:

  I just spoke with the local staff at *************** who run the operations including the Luxer One mailroom and they have not yet been informed of any changes to the way the mailroom is organized.

  I will accept the response as soon as any tangible change has been made to the way parcels are managed on the property of my apartment with the intent to improve parcel recipient experience and reliability.
  

  My suggestion is to label the shelves by unit number (e.g. units *********, *********, etc.) rather than by the first letter of the name (currently the labels are like A-C, D-G, etc., and it works poorly).
  

  It could also make sense to have a place for unsorted packages (unit number not readable, placed on wrong shelf, or parcel fell off the shelf on the floor) to re-sort those packages and clearly mark that place so visitors of the mailroom can assist in keeping it organized.

  An extreme example is having an always-staffed mailroom that accesses the packages on behalf of recipients and doesn't allow recipients to search the shelves themselves. It's more expensive by labor, but the neighboring DSP building does this and it works well for them.
  

  There are possibly other ideas how to improve the organization of the mailroom.
  

• Initial Complaint

  Date:01/20/2025

  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.

  Due to the requirements of my building, I pay an annual subscription to Luxer One. As such, my packages are delivered to secure lockers and held until I pick them up. Luxer One chargers users a fee of $10 per day every day after an item is held for more than a certain number of days. I was aware of this unfortunate fee structure when I signed up but usually pick up my packages soon after delivery. Im reporting Luxer One not for their fee structure but for the lack of buyer information on their fee. All packages pickups are conducted in the app but nowhere on the app does it tell you after how many days youll be charged for not picking up your package. Even after search the entire app, I asked Luxers AI bot how many days and I was given instructions to leave the app and login to another website, then navigate to settings and scroll before ever finding the number of days in which my mail could remain without being charged. This settings feature is only available on a separate website and not in app. I think Luxer One is intentionally being deceptive towards its customers by withholding information that could prevent them from getting fined.

  Business Response

  Date: 01/29/2025

  Hello *****, 

   

  Firstly, we want to thank you for this feedback, all customer feedback is appreciated and considered by Luxer One.  Wed like to clarify that Luxer One is a locker manufacturerwe design, sell, and install package lockers. Once installed, they are owned and operated by the property where they are located. Any fees associated with package storage, including daily holding fees, are determined by the individual property and not by Luxer One. While we do not impose these fees ourselves, we collect them on behalf of the property as part of our service.
  
  Regarding the visibility of fee-related information, we understand your frustration and appreciate your feedback. While specific storage policies and fees are set by your property management, we strive to ensure our system provides residents with the necessary tools to manage their deliveries effectively. We acknowledge your concerns about the accessibility of fee details within our app and will pass your feedback along to our team for review. Our goal is always to enhance user experience and transparency.
  
  We recommend reaching out to your property management team for further details on their specific policies and any additional clarification regarding storage fees. If you have any technical difficulties or need assistance navigating our platform, please let us knowwere happy to help.

  Thank you, 

  Luxer One

• Initial Complaint

  Date:01/11/2025

  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.

  Im required by ****** to use Luxer One to obtain my packages. I dont pay rent just to pay to have my packages delivered to my door. If the delivery person can get into the gate WHAT is the point of having a locker on site when they can walk the package to the ******* childs formula is currently being held hostage. My baby was just born. I literally legitimately do not have the time for this. I already put a card on file. The website is faulty and links Don't work. The customer service number listed on the website doesnt ring nor does anyone pick up. This is faulty business practices and this is also illegal. I have already paid for my products I am not obligated to now pay to obtain the product.  

  Business Response

  Date: 01/20/2025

  Dear ****** ******,
  
  Thank you for reaching out and sharing your concerns. We truly understand how frustrating this situation has been, especially during such an important and demanding time in your life. We want to address your concerns as thoroughly as possible and assist in any way we can.
  
  At Luxer One, we specialize in designing and selling locker systems like the one installed at The Arbors. Once the system is purchased and installed, it is owned and managed by the property itself. This means we do not set policies requiring residents to use the lockers, nor do we instruct delivery drivers on whether they can deliver packages to your door. These policies are determined by the property management team.
  
  After reviewing the system activity, we can confirm that your access code was used and your package was successfully picked up. If this does not align with your experience, please let us know immediately so we can investigate further.
  
  Additionally, we take your feedback about customer service very seriously. We will confirm and test the customer service contact number and the *** (Interactive Voice Response) system to ensure they are working correctly. If there are any technical issues with the system or the website, please dont hesitate to contact us directly at [insert contact information], and we will work with you to resolve them promptly.
  
  We also recommend discussing any concerns about delivery policies with ********************* team, as they are responsible for setting and enforcing these policies.
  
  We deeply value your patience and understanding. Please let us know how else we can assist you. Were here to help.

  Sincerely, 

  Luxer One

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Luxer One will charge you fees if a package is not picked up in a few days, even national holidays. They claim to be able to waive a courtesy fee on your account but will direct you to the apartment complex management if you asked them to do so even though the services are directly from them and you have an account. If you try and call ahead to hold a package, theyll place you on hold or call will drop, if you try to do it online their website is broken half the time so its a ****** if youre able to get ahead before they charge a fee.  

  Business Response

  Date: 01/20/2025

  Dear ****** ********,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustrations youve experienced and want to provide clarity about how Luxer One operates and address your feedback directly.
  
  Luxer One is a locker manufacturing company. We build and sell lockers to multifamily properties, such as the one at your residence. Once our lockers are installed, they are owned and managed by the property, and any policies or fees associated with their use are determined by the property management teamnot by Luxer One.
  
  To clarify, Luxer One does not charge fees directly to residents. However, if the property has a fee policy in place for locker use, we facilitate the collection of those fees on their behalf. We recommend reaching out to your property management team for specific details on their policies.
  
  Regarding your concerns about customer service and access to your packages, we sincerely apologize for any inconvenience youve encountered. We take your feedback seriously and will test the *** system and customer service number to ensure they are functioning correctly. Additionally, we understand how frustrating it can be to experience issues with our website or phone system, and we are committed to improving these tools to provide a better user experience.
  
  As for fees applied to uncollected packages, these are also governed by the policies set by the property. Luxer One does allow for courtesy waivers in certain cases, but if the fee is tied to the propertys policies, we may need their approval to make adjustments. We apologize if this process has caused any confusion or inconvenience.
  
  We appreciate you bringing these concerns to our attention and are committed to addressing them promptly. If you have additional questions or need further assistance, please dont hesitate to contact us directly at [insert contact information]. Were here to help.
  
  Thank you for your patience and understanding.

  Sincerely, 

  Luxer One

• Initial Complaint

  Date:12/24/2024

  Type:Delivery 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 and December over the last few months my packages have been delivered to your box's. from *****, ***, and ****. they have put packages in a box. i get a picture of all the box's and that's it. i get no code or anything. so, i have no way to access the boxes to retrieve my packages. been in contact with ***, ***** and **** they can't help, also apt. management. no one will help. all they say is that they were delivered. yes, they were but i can't get to them. so, if a mistake is made by someone in delivery of the item, then the recipient is screwed. they stay behind locked doors.

  Business Response

  Date: 01/08/2025

  Hello ******,

  
  Thank you for reaching out to us, and were sorry to hear about the issues youve been experiencing with your building's Luxer One System.

  
  After reviewing your account, we noticed that there havent been any deliveries registered under your name since October. If youve been receiving packages during this time but not receiving access codes, its possible that the carriers may be inputting your name or other personal details incorrectly, which can cause delivery mismatches.
  To help resolve this issue, we recommend the following steps:

  
  1. Coordinate with your property management team to ensure there is no duplicate account associated with your name or a resident with the same name in the system.
  2. Ask your property management to confirm with your area's carriers that they are entering your details accurately when making deliveries.

  
  Your account remains active and available on our end, so theres no apparent reason you shouldnt be receiving packages. However, we recognize that occasional errors may occur at the carrier level despite our ongoing efforts to maintain high compliance standards.

  
  To assist further, we encourage your property manager to reach out to us directly. We can provide your location with updated documentation and additional training for carriers to ensure they are properly using the Luxer One System moving forward.

  
  Thank you for bringing this to our attention. We are here to support you and your property in resolving this matter.

  
  Best regards,

  
  The Luxer One Team