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:11/12/2025

  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.

  The company switched over suddenly to only offering a plan where packages need to be picked up within 48 hrs or be charged $5 PER DAY. I was not notified that I had a package to pickup, no email whatsoever. I then picked up my package after I had logged on and noticed one was waiting and immediately picked it up. Unfortunately this was after 48 hrs had passed.The company also only allows you to pause while you are out of town for a MAXIMUM of 10 days. This company is a scam and is taking advantage of customers whose only option is to use them for secure package deliver.

  Business Response

  Date: 11/17/2025

  Dear ******,

  Thank you for sharing your concerns with us. Were sorry to hear about the frustration youve experienced and want to assure you that we take feedback like yours seriously.

  At Luxer One, we design and support secure package delivery systems for multifamily communities, but pricing and fee policies (such as daily storage charges after the initial pickup window) are determined by the individual property or management team, not directly by Luxer One. These fees are typically implemented by the property to encourage timely pickups and keep locker space available for all residents, especially in high-volume communities.

  That said, we understand how upsetting it can be to receive a charge if you didnt receive a pickup notification. We are actively reviewing your account and notification history to confirm whether your contact information was correctly configured and if a failure occurred. If we find an issue on our end, we will take appropriate steps, including a courtesy credit where applicable.

  We also want to clarify that while the standard hold request is capped at 10 days through the system, our support team can assist with longer holds upon request. If youre planning extended travel, were happy to help ensure your deliveries are paused accordingly.

  ******, we truly appreciate your feedback. It helps us work more closely with our property partners to improve transparency and deliver a more seamless experience to residents like you. A member of our support team will be in touch to follow up directly.

  Warm regards,
  Luxer One Customer Experience Team

• Initial Complaint

  Date:11/04/2025

  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 am a resident of *****************************************************************. On 10/22/2025, *** delivered my new Apple iPad Pro to the Luxer One package room. That evening the package was missing when I returned ********** review confirmed an unknown individual tailgated another person into the package room and removed my package. Both Luxer One and 855 ******* management acknowledged the theft but only gave generic replies and redirected me to the sender for replacement or refund.The package room is a shared open space where anyone entering can access all packages. There is no individual pickup verification, and tailgating is frequent. Residents pay a mandatory $8/month fee for a service marketed by Luxer One as secure, prevent theft, and controlled access.After a week of follow-ups, Luxer One denied responsibility, citing its Terms of Service. Neither Luxer One nor 855 ******* has proposed any improvement plan or reimbursement procedure. Multiple residents have reported similar thefts.Issues:?1. Misrepresentation of the service as secure and theft-preventive (CA Bus. & Prof. **** ***** et seq.; Civ. **** 1770(a)(5))?2. Negligent operation of a package area with foreseeable security risks?3. Failure to provide value for a mandatory monthly fee Desired Resolutions:1. Require Luxer One and 855 ******* to acknowledge responsibility and liability for secure package management.2. Stop marketing the service as secure unless upgraded to one-package-per-locker or improved shared-room security (one-at-a-time entry, pickup verification, anti-tailgating).3. Provide reimbursement or insurance coverage for affected residents.4. Adopt corrective actions to ensure future package safety.Residents are paying for a secure package management service that is demonstrably insecure. I request BBBs assistance in mediating a resolution and prompting corrective measures.

  Business Response

  Date: 11/17/2025

  Dear Mr. *************** you for taking the time to share your concerns. We truly understand how upsetting it must be to experience the loss of a high-value package, and were deeply sorry for the frustration and inconvenience this situation has caused. At Luxer One, our mission is to relentlessly improve how the world receives goods, and that includes taking customer feedback seriously to drive improvements across our network.

  Our system at 855 ******* is designed with multiple layers of deterrents to enhance security in a shared package room setting, including camera monitoring and property-managed access control. As part of our partnership with properties like 855 *******, we also staff the Luxer Room with a dedicated Luxer One team member whose role is to maintain a clean, orderly, and as-secure-as-possible environment for package storage. We do everything in our power to help minimize incidents of theft and ensure that residents receive their packages in a timely and secure manner.

  That said, Luxer One is a technology platform and infrastructure provider. Carriers deliver directly into the package room, and residents retrieve packages independently. Because of this, and in accordance with our Terms of Service, Luxer One does not assume liability for stolen or missing items once delivery is completed. This approach is standard across the package management industry.

  We acknowledge and share your concern regarding unauthorized access through tailgating. While Luxer One does not control building access, we consistently recommend anti-tailgating signage, entry control enhancements, and education efforts in collaboration with property managers to reduce these occurrences. We are also actively evaluating future software and hardware enhancements that can help tighten room access even further.

  Regarding the marketing of our system, our references to "security" describe our product features and infrastructurecamera integrations, access control options, internal logs, and notificationsnot an absolute guarantee against theft. However, your feedback highlights the importance of communicating this distinction more clearly, and we are actively reviewing our language to ensure that our value proposition remains both compelling and accurate.

  While we cannot offer reimbursement for lost packages, we continue to support properties in improving their locker room experience and security posture. We are committed to working with our partners at 855 ******* to explore possible adjustments or upgrades that will better serve residents and help avoid future incidents.
  We greatly appreciate your voice and the opportunity to grow from this experience. If you would like to continue the conversation directly, please reach out to our Customer Success Team at **************************************************************** here to listen, assist, and continuously improve.

  
  Warm regards,
  Luxer One

• Initial Complaint

  Date:11/04/2025

  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.

  Dear Better Business Bureau,I am filing this complaint against LuxerOne Support regarding unauthorized charges made to my personal payment card and their subsequent failure to respond to multiple written requests for correction.For several weeks, I have been receiving package notifications and related charges for packages that do not belong to me, but to my roommate, ******* ******. These incorrect chargestotaling over $100were made to my personal payment card ending in 9064 without authorization.I initially contacted **************** and LuxerOne Support to report the issue, attaching proof of charges and clearly requesting: 1. A full refund of all unauthorized charges. 2. A system correction to ensure I receive only my own package notifications and charges. 3. Verification of recipient information to prevent future errors. 4. Written confirmation once these issues were resolved.Despite these clear requests and my follow-up message demanding resolution by end of day, I have received no response or corrective action from either **************** or LuxerOne Support.This failure to act appears to constitute a violation of Florida Statute ****** (Fraudulent Use of Credit Cards) and ******* (Unfair or Deceptive Acts and Practices), both of which protect consumers from unauthorized billing and negligent business practices.I respectfully request the BBBs assistance in obtaining the following: A refund of all unauthorized charges made to my card ending in 9064. A written confirmation that Blu27 and LuxerOne have corrected their billing and notification systems to prevent future misattribution. A formal response acknowledging receipt and responsibility for resolving this matter.I have attached supporting documentation showing examples of the incorrect charges.Thank you for your time and assistance in helping ensure this issue is properly addressed.

  Business Response

  Date: 11/17/2025

  Dear Ms. ******************** you for bringing this matter to our attention. We understand how concerning it is to see unexpected charges on your payment card, and we take these concerns seriously. At Luxer One, we are committed to providing a transparent and secure experience for all users of our package management system, and your trust means everything to us.

  Upon reviewing your account activity, we investigated all applicable charges tied to your email address and payment card ending in 9064. Our records show a total of $75 in late-fee charges applied during your period of active service with Luxer One. While the majority of these fees were valid under our Terms of Service, we identified and have previously corrected several charges that were mistakenly associated with your account instead of your roommates. Those erroneous charges have already been refunded to your card.

  To ensure we leave no issue unresolved, we kindly ask that you provide the specific dates and amounts of any charges you believe are still outstanding. This will allow us to complete a thorough audit and ensure every concern has been addressed with accuracy and fairness. A screenshot verifying the corrections already made is available for reference, attached.

  Please be assured that we take billing integrity seriously. Our engineering and support teams continue to work closely with property management at ***** to prevent future misattribution of fees and notifications.

  Thank you for your patience and the opportunity to make this right. You can reach our Customer Success Team at ******************************************************************** reference this BBB case in your email so we can assist you swiftly and thoroughly.
  
  Warm regards,
  Luxer One

• Initial Complaint

  Date:10/17/2025

  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.

  I am unable to access my mailroom or retrieve my packages because Luxer One will not grant me access through their app or locker system. Every time I try to use the system, I am denied entry or the app fails to provide an access code.I have contacted Luxer One multiple times by phone and email, but they have not resolved the issue or restored my access. As a result, I have been unable to receive important packages that have already been delivered.This situation has caused unnecessary inconvenience and potential loss of property. I am requesting that Luxer One immediately restore my access to the mailroom or provide a working access code so I can retrieve my deliveries without further delay.

  Business Response

  Date: 10/21/2025

  We sincerely appreciate the opportunity to respond to the concern raised by the resident regarding their difficulty accessing the mailroom and retrieving packages through the Luxer One system at Horizons at ********************.
  
  Understanding the Residents Experience
  We completely understand how frustrating it can be to be unable to access important deliveries. Our goal is always to ensure residents have a smooth and reliable experience using our lockers and package management systems. After reviewing our records and integration data, it appears that several factors, many of which involve coordination with the property management, are contributing to the access issue.
  
  Integration and Account Status
  The primary issue appears to be the residents current status within the propertys system, which directly integrates with Luxer One. Our records indicate that, as of October 17, 2025, the resident was listed as no longer a current tenant at Horizons at ********************. Because our system synchronizes automatically with the propertys records, even temporary manual updates are reverted to match the data provided by the property. This inactive status is currently preventing access.
  We have proactively reached out to the property management team to confirm and correct their records, and we encourage the resident to do the same to help resolve this as quickly as possible.
  
  Payment Method Requirement
  The communitys policy includes a package storage fee after the initial three-day free pickup window, $5 per day up to a maximum of $20. To comply with this policy, all residents must have a valid credit card on file with Luxer One. Our records indicate that this resident does not currently have a payment method attached and has previously declined to add one. Unfortunately, this also prevents the system from granting full access.
  
  Previous Support Interactions
  We understand that repeated access issues can be upsetting, and we regret that prior interactions did not lead to resolution. However, we do want to acknowledge that our support team has previously been limited in assisting due to missing information and, at times, communication challenges. We kindly remind all residents that Luxer One maintains a zero-tolerance policy for abusive or profane language toward support representatives. We are committed to respectful, solution-oriented communication and hope to move forward collaboratively.
  
  Next Steps Toward Resolution
  Luxer One is fully committed to restoring access for this resident as soon as the necessary updates are made. To move forward:
  - Verify Residency with ****************************start="2996" data-end="2999">- The resident should contact the management office at Horizons at ******************** to confirm and update their tenant status in the propertys records. Once this is corrected, Luxer Ones system will automatically reflect the update and restore access.
  - Add a *****************************start="3285" data-end="3288">- The resident must add a credit card to their Luxer One account in compliance with the communitys package storage policy.
  Once these two steps are completed, access to the Luxer One system will be automatically reinstated.
  
  Clarifying Property Location
  It is possible the residents concern may stem from confusion between two properties. If the resident is referring to The Lakes at Eagle, we can confirm:
  Active Account: The resident has an active account under the email ******************************.
  No Fee Policy: ************** does not have a package storage fee, so no payment method is required.
  Access Information: The resident can log in via the Luxer One website or mobile app using the same email.
  Current Deliveries: There are no active deliveries showing for this location at this time.
  Please note that these details do not affect the access issue at Horizons at ********************, which still requires the property record and payment method updates described above.
  
  Final Clarification
  To ensure we assist promptly, could you please confirm which community the resident is currently attempting to retrieve packages from? Horizons at ******************** or The Lakes at *****?

• Initial Complaint

  Date:10/05/2025

  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.

  My medication was delivered through the package locker accidentally instead of my mailbox like it usually is. I don't want to use the package lockers but my apartment requires it in the lease. I don't order packages or have them sent to a ***** pickup location because $50 to receive my mail is outrageous. Now I have to pay $50 I don't even have for my medication. This is robbery to force payment for a service that should be opt out or free.

  Business Response

  Date: 10/07/2025

  Dear ******,

  Thank you for taking the time to share your concerns. We understand how important timely access to your medication is, and we truly empathize with the frustration you've described.

  At Luxer One, were committed to providing secure, reliable technology that supports smooth package delivery experiences. However, we want to clarify that Luxer One is the technology provider only. We do not determine building policies, set usage fees, or decide how mail or packages are routed. That is entirely managed by the propertys management team.

  We would be more than happy to look into this issue and provide support if possible, but unfortunately, we were unable to locate an account or delivery under the information provided. To assist you properly, we kindly ask that you share the full property address, a valid email, and phone number associated with your Luxer One account or the delivery in question.

  Your experience matters to us. Once we have the necessary details, our team will make every effort to support your property team and help address any concerns related to your package.

  Sincerely,
  Luxer One *************************start="1410" data-end="1413">******************************************************** | **************

• 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:09/29/2025

  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.

  I am being charged an annual fee from an locker storage solution after moving out October 1, 2023. I have been charged a $50 fee on August 1, 2024 and again on August 1, 2025. For a total of $100. This was after nearly 2 years from leaving my old apartment (**************************************** - ************* Lofts). Luxer One claims to be unable to refund or remove my credit card on file: "Luxer Ones system syncs with the ******************* Software used at the location you reside at. The information provided to your management matches the information used to create your account. With this I recommend that you reach out to the property manager since this will need to be changed with your property so it can be updated in their system and synced correctly with our system."

  Business Response

  Date: 10/09/2025

  Hello ****,
  
  Were sorry for the frustration youve experienced with the Luxer One Annual Billing Plan and appreciate the chance to review your account.
  
  After investigating, our records show your personal Luxer One account at this email address was terminated in October 2023, as you noted. However, our system also shows another resident associated with the same unit and last name, using the same payment card on file, and that residents account is currently marked active. The annual charges youre seeing appear to be associated with that active account, not your terminated account.
  
  To resolve this quickly, here are the options:
  
  If that co-resident also moved out in October 2023:
  Please have the property manager send confirmation of their move-out date (or you can share a copy of the move-out documentation). Once verified, well reverse the charges tied to that account and close it.
  
  If that co-resident is still an active resident:
  Because the payment card belongs to you, please contact your bank or your property management office to remove your card from the co-residents account.
  
  For privacy and security reasons, we cant alter another persons payment profile without their authorization or property confirmation.
  
  We understand how inconvenient this is and were here to help coordinate with your property team so this is resolved cleanly and doesnt recur.
  
  Thank you
  Luxer One Customer Support

• 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