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: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

• Initial Complaint

  Date:07/28/2025

  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 One is the package management company responsible for providing secure package delivery and storage at Aqua Condominiums in *******. On July 8th, a package of mine, valued at approximately $333.00 was stolen from the Luxer One-managed package room.Despite their role in maintaining a secure locker system, Luxer One has refused to reimburse or accept any responsibility for the theft. They claim they are not liable for guaranteeing package safety; even though the perpetrators were able to bypass their security system and gain unauthorized access to the locker room.I am filing this complaint due to Luxer Ones failure to uphold basic security standards and their unwillingness to provide accountability or support in response to the incident.

  Business Response

  Date: 09/02/2025

  Hi Ms. ********************** for reaching out. We understand how important timely and secure deliveries are, and wed like to clarify our role in supporting that experience.

  Luxer One is the technology provider behind the lockers and package rooms at Aqua Condominiums. While our system is designed to provide secure, self-service access for residents and carriers, Luxer One does not manage, deliver, or audit packages.
  Ownership and day-to-day management of the lockers belong to the property. As such, Luxer One cannot be held responsible for any missing or stolen packages, including instances involving unauthorized entry. This is outlined in the Terms of Service accepted upon registration (*****************************************************).

  Following the incident reported on July 10th, we provided all available security footage and system logs to Aqua Condominiums property management team so they could coordinate with law enforcement. While we cannot release footage directly to residents due to privacy and data policies, we are able to work directly with the investigating officer if a police report is filed.

  Were committed to supporting the resolution process wherever possible within our role. Please let us know if you need any further clarification.

  Customer Answer

  Date: 09/05/2025

  I am rejecting this response because:
  Luxer One has the responsibility to ensure that its security system cannot be tampered with or bypassed. The fact that someone was able to access the locker and override the system in place demonstrates a failure in Luxer Ones security measures. Since the lockers are provided and managed by Luxer One, the company must accept reliability for this breach and provide the appropriate compensation for the loss incurred.
  
  
  

  Business Response

  Date: 09/24/2025

  Dear Ms. ********************* you again for your continued communication. We want to acknowledge how frustrating and disappointing this experience must be, and we genuinely regret that your package went missing.

  At Luxer One, we are deeply committed to providing secure, user-friendly technology that supports reliable package delivery experiences. Our lockers and package rooms are designed with industry-leading features, including tamper-resistant locks, access logs, and surveillance integration to help deter and investigate issues like unauthorized entry.

  That said, Luxer One serves as the technology provider for the locker system at Aqua Condominiums. We do not oversee daily operations, access management, or carrier deliveries. These responsibilities (including maintaining access protocols and responding to security breaches) rest with the property management team. Our Terms of Service, which users agree to when registering, outline these parameters to ensure transparency and proper escalation when issues arise.

  Following the report of your missing package, our team promptly provided all relevant logs and available video footage to the property manager to support any investigation they initiate with local authorities. While we are not able to issue reimbursement, we are fully committed to assisting the investigation in any way we can, including working directly with law enforcement should a formal report be filed.

  We truly appreciate your patience and understanding. While this outcome is not what anyone hoped for, please know we remain available to assist the property team and law enforcement in their efforts. If there is any additional documentation or detail you need from us to support a police report or claims process, we are happy to provide it.

  Warm regards,
  Luxer One *************************start="2232" data-end="2235">******************************************************** | **************

  Customer Answer

  Date: 09/30/2025

  I am rejecting this response because:
  

  Thank you for your detailed response. While I understand Luxer Ones position as the technology provider, I must respectfully disagree with the implication that your company bears no responsibility in this matter.

  Your technology is marketed as a secure, tamper-resistant system intended to protect residents deliveries. In this case, the security measures you highlight including locks, access logs, and surveillance integration did not prevent unauthorized entry and theft. That constitutes a failure of the very protections that Luxer One advertises and that residents rely on when using your lockers and package room system.
  
  
  It is not sufficient to shift all accountability to property management when the underlying technology failed to function as intended. Both Luxer One and Aqua Condominium have a duty of care to ensure packages remain secure, and this duty was breached.
  
  
  I would again request compensation for the value of the missing package ($333.00) and a clear outline of what steps Luxer One will take to address these security shortcomings going forward. At a minimum, residents deserve to know how your company will prevent future incidents, since continued failures could expose Luxer One to greater liability.
  
  
  I am also prepared to pursue this matter with the ************************** **************************** if a satisfactory resolution cannot be reached.
  
  
  Sincerely,
  ***** ********
  
  
  

  Business Response

  Date: 10/07/2025

  Dear Ms. ****************** appreciate your continued communication and understand how upsetting it is to experience a missing package. While this situation is understandably frustrating, we want to be transparent about what Luxer One can and cannot do in response.

  Our role is to provide locker technology for site deliveries. Weve built our systems with advanced features like tamper-resistant locks, detailed access logs, and surveillance integrations to help minimize risks and assist in investigations when issues arise.

  However, we do not oversee delivery operations, grant building access, or manage locker use on a daily basis. These tasks fall under the responsibility of the propertys management team, as outlined in the Luxer One Terms of Service all users accept during account registration.

  Once we were made aware of your missing package, our support team acted quickly to share all available data and video evidence with the property manager. While Luxer One is not able to issue refunds or replacements, we are more than willing to continue assisting with any investigationparticularly if a police report is filed.

  We recognize this is not the outcome you hoped for, and we truly regret the inconvenience this has caused. If theres any further documentation or information you need from our team to move forward with a report or claim, were here to help.

  Sincerely,
  Luxer One *************************start="1677" data-end="1680">******************************************************** | **************

  
  

• 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.